Customer Quality Engineer

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

The Customer Quality Engineer plays a key role in driving product quality, customer satisfaction and continuous improvement across manufacturing operations.

The role is responsible for managing customer complaints, leading root cause investigations, coordinating corrective and preventive actions, and establishing and maintaining the site's quality assurance plans. This role requires someone who can design the right processes, translate requirements into practical workflows, and ensure the processes are effectively implemented and sustained. The successful candidate will work closely with customers and cross-functional teams to ensure quality requirements are translated into effective manufacturing controls, non-conformities are addressed promptly, and applicable quality standards are maintained.

Responsibilities:

• Manage customer complaints, provide initial responses within 48 hours, coordinate containment actions and drive timely closure.
• Design, build, and improve quality processes, rather than simply inspect products or check whether procedures are followed, your job description should emphasize process design, root cause analysis, continuous improvement, and quality system development.
• Lead root cause investigations and ensure corrective and preventive actions are implemented and verified for effectiveness.
• Develop, implement and maintain site quality assurance plans and translate customer requirements into effective manufacturing controls.
• Support Engineering and Production teams in process evaluations, quality compliance and risk assessments.
• Conduct internal quality audits and coordinate customer, external and ISO certification audits.
• Monitor audit findings and non-conformities, ensuring corrective actions are completed and documented.
• Support Incoming Quality Control (IQC) in investigating material non-conformities and implementing production containment measures.
• Analyse quality data and drive continuous improvement initiatives to improve product quality, process performance and customer satisfaction.
• Comply with company security policies, Code of Ethics, and applicable Health, Safety and Environment (HSE) requirements.

Requirements:

• Diploma or Degree in Engineering, Quality Engineering, Quality Management or a related discipline.
• 3-5 years of relevant experience in quality assurance or manufacturing quality engineering.
• Experience in printing, plastics or smart card manufacturing is an advantage.
• Experience in customer complaint management, quality audits and ISO certification requirements.
• Working knowledge of ISO quality standards, Statistical Process Control (SPC), Failure Mode and Effects Analysis (FMEA) and quality control tools.
• Proficiency in Microsoft Office applications, particularly Excel, Word and PowerPoint.
• Knowledge of Power BI and data analytics is an advantage.
• Strong analytical, problem-solving, communication and interpersonal skills.
• Good written and spoken English for customer communication and technical reporting.
• Ability to work independently, collaborate across functions and manage multiple priorities effectively.
• Attention to detail and a proactive approach to quality improvement.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference - for a safer, greener, and more inclusive world.