Quality Subject Matter Expert

- Collaborate with cross-functional teams including Quality, Service, Field Service, and Technical Content to ensure customer needs are met. - Analyse Salesforce, Oracle, and OTA data to identify potential issues affecting product performance or customer experience, including metrics such as mean time to failure. - Monitor product issue rates, escalate customer-impacting issues promptly, and work with teams to resolve them efficiently. - Ensure all Data Management Requests (DMRs) are completed accurately, on time, and with customer impact as a top priority. - Create and maintain reports and dashboards that provide actionable insights to improve customer satisfaction. - Communicate findings professionally to leadership and cross-functional teams, emphasizing implications for customer experience. - Actively participate in process improvement initiatives aimed at reducing customer complaints, improving product reliability, and enhancing overall service quality. - Engage in training, design review meetings, and potentially field visits to gain hands-on understanding of products and their impact on customers. - Support corrective actions and address noncompliance to uphold quality-of-service standards that directly affect customers. - Identify opportunities to streamline processes and enhance service delivery. - Translate data and feedback into meaningful insights to understand customer and field quality issues, concerns, and opportunities.