Customer Service Quality Management

About the role

The Customer Service Quality Management role is responsible for monitoring the manufacturing quality of aircraft delivered to Chinese airlines. You will work closely with the customer‑facing team, production units and suppliers to resolve complaints, analyse fleet technical data and drive continuous improvement across the China region.

Key responsibilities

• Manage in‑service quality topics as the CQFO regional representative, acknowledging and feeding back customer‑reported cases according to KPI targets.
• Coordinate investigations with the global production quality and in‑service engineering teams.
• Compile monthly and annual quality reports summarising China‑region in‑service issues.
• Organise and lead bi‑weekly case‑review meetings with the Tianjin Final Assembly Line, delivery centre and fleet efficiency teams.
• Analyse individual customer‑reported fleet technical data and conduct quality review meetings with customers.
• Act as the China focal point for Lean initiatives such as AOS bricks deployment and deliver Mindset Booster Zone training.
• Facilitate EN9100 audits for the customer service function in China.
• Lead or support additional quality‑related projects as required, including occasional travel within China and Europe.

Required profile

• Professional experience in aviation quality assurance or customer service quality management.
• Strong analytical ability to interpret fleet technical data and drive corrective actions.
• Excellent communication skills for coordinating with internal teams, suppliers and airline customers.
• Willingness to travel domestically and internationally as needed.
• Commitment to compliance, integrity and the promotion of a quality‑first mindset.

Required skills

• Lean management methodologies (e.g., AOS bricks deployment).
• EN9100 audit facilitation.
• Data analysis of technical fleet information.