Customer Quality Manager

**Customer Quality Manager - 3-6 month contract**:
**We’ve signed up to an ambitious journey. Join us**
- As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together._

**The Role**

Act as the main quality liaison between the site and internal teams, managing customer complaints through 8D/QRQC Level 2, leading related meetings, and coordinating analyses and corrective actions. Support project quality activities, including documentation, reviews, and validations, while tracking quality KPIs, costs, and driving customer satisfaction.

**How to make an impact**:

- Act as the interface between the site and internal stakeholders such as Sales Administration, Commercial teams, Field Support, and others, for quality-related issues.
- Analyze, monitor, and drive resolution of customer complaints using the 8D methodology (QRQC Level 2 internally).
- Plan and lead QRQC Level 2 meetings for customer complaints.
- Coordinate the analysis of customer returns with Logistics and Production Quality departments.
- Lead the DOA (Dead On Arrival) and repair processes with the Customer Service team.
- Track, negotiate, and validate quality-related costs (scrap, repairs, transportation, etc.) associated with customer complaints.
- Monitor the effectiveness of immediate and corrective actions.

**Project Quality Coordination**:

- Participate as a core team member in quality-related activities for new projects, transfers, and product modifications.
- Support and lead project reviews based on schedule and key milestones.
- Contribute to the development of project quality documentation (Control Plans, Process FMEA, inspection instructions, etc.).
- Facilitate and close action plans resulting from Process FMEAs.
- Conduct internal process qualifications and participate in product validation for series production (PRR milestone).
- Maintain and report customer quality KPIs (e.g., PPM, number of complaints).
- Assist in creating regular quality reports.
- Perform customer satisfaction assessments and follow up with relevant action plans.

**About you**
- ** Proactive mindset** and ability to propose improvements
- ** Leadership** and coordination skills
- Strong communication and collaboration with both internal and external stakeholders
- Customers and client representatives

**Your background**

**Education**: Master’s degree (Bac +5) in Industrial Quality or Industrial Engineering

**Language**: Fluent in English (written and spoken)

**Experience**: Minimum of 5 years in a quality department within an industrial environment, including experience with customer and project interactions

This role is based in Besançon, France

**About us**
- Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive._
- **Responsable Qualité Client**

**Nous nous sommes engagés dans une aventure ambitieuse. Rejoignez-nous **
- En tant que Arrive, nous accompagnons nos clients et nos communautés vers un avenir meilleur et des villes plus agréables à vivre. Ce n'est pas un défi à la portée de tous. Heureusement, nous avons un atout pour y parvenir : nos équipes et nos valeurs. Chez Arrive, nous sommes curieux, concentrés et solidaires. Tout comme notre marque s'inspire de l'étoile polaire, ce phare qui guide les voyageurs vers leurs destinations depuis la nuit des temps, nos valeurs nous guident. Elles nous aident à donner le meilleur de nous-mêmes. Pour nos clients. Pour les villes et les communautés que nous servons. Pour nous-mêmes. En tant qu'équipe mondiale, nous transformons la mobilité urbaine. Ensemble, grandissons mieux._

**Interface Qualité Client**
- Assurer l’interface entre le site et les parties prenantes internes (Administration des Ventes, équipes commerciales, support terrain, etc.) sur les sujets qualité.
- Analyser, suivre et piloter la résolution des réclamations