Customer Quality Lead

Incora•Fort Worth, TX

About The Position

Incora is seeking an exceptional professional to join them as a Customer Quality Lead. This role is responsible for leading complex, high-impact customer quality investigations across the global aerospace distribution network. The Customer Quality Lead drives structured containment, advanced root cause analysis, and systemic corrective actions to protect customer performance and reduce enterprise risk. In addition to case ownership, this position plays a key role in developing meaningful KPIs, improving visibility where system data is limited, and identifying cross-site risk exposure. The role requires strong analytical thinking, comfort operating in partially mature systems, and the ability to influence cross-functional teams globally. This position operates in alignment with AS9100 and AS9120 requirements and supports continuous improvement of the global Customer Issue Resolution process.

Requirements

Bachelor’s degree in Engineering, Quality, Supply Chain, or related technical field
5 to 10 years of quality experience in aerospace, aviation
Strong working knowledge of AS9100 and AS9120
Demonstrated experience leading complex RCCA investigations
Experience working in environments with incomplete or evolving data systems
Strong analytical and structured problem solving capability
Ability to influence cross-functional teams globally
Advanced proficiency in Excel
Applicants must meet "U.S. Person" requirement as defined by ITAR

Nice To Haves

Six Sigma Green Belt or higher (Black Belt strongly valued)
Experience in aerospace distribution environment
Advanced data visualization experience
Experience building KPIs or quality dashboards from limited data
Experience supporting global or multi-site organizations
Familiarity with CAPA systems or eQMS platforms
Experience working directly with major aerospace customers

Responsibilities

Lead end-to-end investigation of complex customer quality events with potential multi-site or global impact
Assess true scope of escapes, including repeat potential and cross-site exposure
Ensure robust containment actions are implemented across affected locations
Drive advanced root cause analysis using structured methodologies (8D, 5 Why, Fishbone, fault tree as appropriate)
Ensure corrective actions address systemic drivers, not just point failures
Support high-visibility customer responses and executive reviews when required
Evaluate whether issues represent localized events or systemic enterprise risk
Drive read-across activities across sites, customers, and value streams
Partner with Site Quality and Supplier Quality to ensure proper ownership alignment
Identify emerging risk patterns before they become repeat escapes
Escalate significant risks with clear, data-based recommendations
Develop meaningful KPIs to monitor customer issue performance, even when system data is incomplete
Build interim tracking methods using available tools (Excel, Power BI, manual extracts, etc.)
Identify gaps in current data capture and recommend improvements
Support development of dashboards showing: high driver defects, cycle time performance, repeat escapes, supplier vs internal drivers, site level risk signals
Translate complex data into clear leadership insights
Ensure investigations and corrective actions align with AS9100, AS9120, and customer contractual requirements
Maintain audit-ready documentation
Support internal and external audits related to customer escapes
Ensure proper distinction between containment, correction, and corrective action
Reinforce disciplined RCCA practices across the organization
Work closely with Operations, Planning, Customer Service, and Commercial teams
Provide technical quality guidance without direct authority
Challenge weak root cause logic constructively
Support contract review clarifications when customer requirements drive escapes
Mentor junior quality engineers when applicable