Customer Quality Engineer

Merrithew International Inc. • Toronto, ON

1d • CA$70,000 - CA$80,000 • Onsite

About The Position

The Customer Quality Engineer (CQE) serves as the primary link between customers, Customer Service, Quality, Operations, Engineering, and Product Development to ensure customer feedback, complaints, and product quality issues are effectively investigated, resolved, and leveraged for continuous improvement. This role is responsible for leading customer complaint management, root cause investigations, corrective actions, warranty analysis, and quality reporting while providing oversight and guidance to Customer Service Coordinators responsible for receiving, documenting, and escalating customer inquiries and complaints. The CQE drives a culture of customer-centric quality by transforming customer feedback into actionable improvements that enhance product performance, customer satisfaction, and operational excellence.

Requirements

• Bachelor's degree in Engineering, Quality Management, Manufacturing, Business, or related field preferred. Equivalent combination of education and experience may be considered.
• 3–7 years of experience in Quality, Customer Service, Product Support, Manufacturing, or Continuous Improvement roles.
• Experience investigating customer complaints and conducting root cause analysis.
• Experience working with CRM, ERP, or Quality Management Systems.
• Root Cause Analysis (RCA)
• Corrective and Preventive Actions (CAPA)
• Quality Management Systems
• Customer Complaint Handling
• Data Analysis and Reporting
• Process Improvement Methodologies
• Lean Manufacturing and/or Six Sigma principles
• Strong written and verbal communication skills
• Excellent organizational and problem-solving abilities
• Ability to work cross-functionally with technical and non-technical teams

Nice To Haves

• Experience supervising or coordinating customer service functions preferred.
• ASQ Certified Quality Engineer (CQE)
• Lean Six Sigma Green Belt or Black Belt
• ISO 9001 Internal Auditor Training

Responsibilities

• Serve as the primary quality representative for customer product complaints, warranty claims, and field performance issues.
• Review and assess customer complaints to determine severity, risk, and escalation requirements.
• Conduct root cause analysis using methodologies such as 5 Whys, Fishbone Diagrams, Failure Mode Analysis, and CAPA processes.
• Coordinate investigations with Manufacturing, Supply Chain, Product Development, Engineering, and Supplier Quality teams.
• Develop and track corrective and preventive actions (CAPAs) through closure.
• Communicate investigation findings and resolutions to internal stakeholders and customer-facing teams.
• Provide functional leadership and oversight to Customer Service Coordinators responsible for customer inquiry and complaint intake.
• Establish standards and procedures for complaint documentation, categorization, and escalation.
• Ensure customer inquiries, complaints, warranty claims, and product concerns are accurately recorded within CRM and quality management systems.
• Audit complaint records for completeness, consistency, and compliance with established processes.
• Coach and train Customer Service Coordinators on quality requirements, complaint handling procedures, and escalation protocols.
• Monitor workload distribution, response times, and complaint processing effectiveness.
• Analyze customer feedback, complaint trends, return data, warranty claims, and product performance metrics.
• Develop and maintain dashboards and KPI reporting related to customer complaints, warranty claims, product returns, defect trends, customer satisfaction metrics, and resolution cycle times.
• Identify recurring quality issues and recommend corrective actions.
• Present findings and recommendations to management teams.
• Partner with Product Development and Engineering teams to provide Voice of Customer (VOC) insights.
• Participate in product reviews and continuous improvement initiatives.
• Support risk assessments and design improvement activities based on field performance data.
• Identify opportunities to improve customer experience, product reliability, and operational efficiency.
• Manage warranty claim review and disposition processes.
• Coordinate evaluation of returned products and components.
• Maintain records of failure analysis findings and corrective actions.
• Work with suppliers and manufacturing partners to resolve quality issues impacting customers.
• Ensure complaint handling processes comply with company quality management requirements.
• Maintain documentation and records supporting quality investigations and corrective actions.
• Support internal audits and quality reviews as required.
• Contribute to continuous improvement of quality systems and procedures.

Benefits

• Accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA)
• Barrier-free access workplace
• Accommodation at any stage of the application process
• Equal Opportunity Employer
• Celebrates diversity and is committed to creating an inclusive environment for all employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level