Customer Quality Digitalization Engineer

Job description

We are seeking a highly analytical, tech-savvy Digital Transformation & Process Optimization Specialist to join our Customer Quality team. In this role, you will bridge the gap between technical engineering, process design, and next-generation technology. You will analyze our end-to-end customer complaint and claim resolution processes, identify operational bottlenecks, and champion the integration of AI-driven tools (including Gemini Gems and other automation technologies) to drastically improve efficiency, accuracy, and resolution speed.

If you have an engineering mindset, a passion for process engineering, and a desire to shape the future of operational workflows, we want to hear from you.

Key Responsibilities

Process Analysis & Engineering Analyze Complex Workflows: Map, evaluate, and diagnose the end-to-end customer complaint and quality claim lifecycle to pinpoint friction points, "ping-pong" communication loops, and operational bottlenecks.

Technical Case Understanding

Quickly grasp complex, technical product cases to ensure that workflows are designed to support deep forensic and technical investigations.

Data-Driven Optimization

Establish structured processes to standardize incoming customer requests, ensuring data completeness before cases move downstream.

KPI Alignment

Drive initiatives specifically targeted at cutting technical decision lead times and eliminating administrative delays.

AI & Technology Integration AI Tool Implementation

Act as the primary champion for AI-driven solutions, configuring and deploying tools like Gemini Gems and automated inbox/triage engines to optimize daily operational flows.

Intelligent Routing & Triage

Help design and refine system logic for automated case triage, ensuring that standard inquiries are streamlined and complex cases are instantly directed to the right technical experts.

Automated Data Validation

Support the deployment of automated completeness and validation checks (e.g., automated validation of data inputs and initial assessments).

Continuous Innovation

Proactively identify opportunities to leverage emerging digital tools, keeping our quality operations at the cutting edge of technology.

Stakeholder Collaboration Bridge the Gap

Work closely with Customer Quality teams , both administrative and technical teams to translate complex technical findings into structured, easily digestible process workflows.

Change Management

Guide operational teams through the transition from manual, high-volume email management to streamlined, tech-enabled platforms.

Qualifications

Bachelor’s or Master’s degree in Engineering, Business Engineering, Operations Management, Data Science, or a highly analytical, quantitative field. Strong process-mapping capability (experience with Lean, Six Sigma, or process re-engineering principles is highly valued). Comfort navigating complex technical databases and understanding high-value technical product specifications or failure modes. Hands-on experience or deep familiarity with AI tools, LLMs (e.g., Gemini, ChatGPT, custom GPTs/Gems), and modern workflow automation platforms.

A natural curiosity to ask "how can we do this better?" and the tactical ability to turn those ideas into functional, automated processes. Exceptional ability to communicate complex technical concepts and process changes clearly to both technical specialists and non-technical stakeholders. English is a must. Any other language is a plus (French,...)