Customer Quality Digitalization Engineer

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

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.

Responsibilities

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.

Requirements

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,...)