Regional Quality Customer Satisfaction Specialist
Job Summary
- The Regional Quality Customer Satisfaction Specialist is responsible for managing and improving customer complaint processes, ensuring compliance with quality standards, and enhancing overall customer satisfaction.
This role involves tracking non-conformance reports (NCRs), analyzing quality data, and collaborating with internal teams to drive corrective actions and continuous improvements.
Key Responsibilities
- Claims & NCR Management- Support teams in registering and managing NCRs in Intelex, providing training as needed.
- Enter customer claims into Intelex as communicated by warranty and customer performance teams.
- Ensure compliance with the Claims Handling Process (CCF), from NCR registration to claim closure.
- Conduct weekly follow-ups on NCR status and generate early warnings for delays.
- Communication & Collaboration- Maintain regular communication with warranty, performance, and supplier performance teams.
- Provide updates and reports to commercial teams on customer complaints and resolution progress.




- Serve as a key contact for customer complaint handling and service improvement initiatives.
- Data Analysis & Reporting- Analyze NCR data to identify trends, impact, severity, and recommend corrective actions.
- Monitor and report on Customer Experience Program (CXP) evaluations.
- Maintain and track key quality and customer satisfaction KPIs.
- Quality Compliance & Continuous Improvement- Ensure compliance with ISO **** requirements and root cause analysis (RCA) methodology.
- Support quality initiatives aimed at improving customer satisfaction and operational efficiency.
**Qualifications**:
- Education & Experience- Bachelor's degree in Industrial, Commercial, or Quality Engineering, or a related field.
- Experience with mining plant processes, equipment, and customer service.
- Technical Skills- Proficiency in Intelex (Quality CRM) for NCR and complaint management.
- Strong knowledge of ISO **** standards and compliance.
- Expertise in Root Cause Analysis (RCA) methodology.
- Data analysis and reporting skills to drive informed decision-making.

📌 Regional Quality Customer Satisfaction Specialist (Monterrey)
🏢 Flsmidth
📍 Monterrey