EMEA Quality Subject Matter Expert

Our client, a manufacturer of equipment used by clients all over the world, is looking for an EMEA Quality Subject Matter Expert (SME) to join their team based in High Wycombe.

As an EMEA Quality SME, you will play a critical role in enhancing product quality and customer satisfaction by analysing and presenting data from Salesforce, Oracle, OTA, and other key systems. You will translate customer and field feedback into actionable insights and work cross‑functionally to manage and resolve requests via the DMR (Data Management System) and drive operational efficiency.

Key responsibilities include collaborating with cross‑functional teams, analysing data to identify potential issues, monitoring product issue rates, ensuring accurate DMR completion, creating and maintaining reports and dashboards, communicating findings to leadership, participating in process improvement initiatives, engaging in training and design review meetings, supporting corrective actions, and identifying opportunities to streamline processes.

The ideal candidate will have a background in engineering, statistics, quality management, data science or information systems and experience in data analysis, quality, or customer service analytics, preferably in a technical or product‑focused environment. Approximately 25% travel around the EMEA region is required.

• Collaborate with cross‑functional teams including Quality, Service, Field Service, and Technical Content to ensure customer needs are met.
• Analyse Salesforce, Oracle, and OTA data to identify potential issues affecting product performance or customer experience, including metrics such as mean time to failure.
• Monitor product issue rates, escalating customer‑impacting issues promptly, and work with teams to resolve them efficiently.
• Ensure all Data Management Requests (DMRs) are completed accurately, on time, and with customer impact as a top priority.
• Create and maintain reports and dashboards that provide actionable insights to improve customer satisfaction.
• Communicate findings professionally to leadership and cross‑functional teams, emphasizing implications for customer experience.
• Actively participate in process improvement initiatives aimed at reducing customer complaints, improving product reliability, and enhancing overall service quality.
• Engage in training, design review meetings, and potentially field visits to gain hands‑on understanding of products and their impact on customers.
• Support corrective actions and address noncompliance to uphold quality‑of‑service standards that directly affect customers.
• Identify opportunities to streamline processes and enhance service delivery.
• Translate customer and field quality issues, concerns, and opportunities by converting data and feedback into meaningful insights, evaluating trends, identifying emerging risks, and highlighting opportunities to strengthen product performance and competitiveness.

• Bachelor's degree in Business Analytics, Information Systems, Computer Science, Engineering (Mechanical, Electrical, Industrial), Statistics, Data Science, or Quality/Operations Management.
• Preferred certifications:
  Salesforce, Oracle, data analytics tools, or quality/process improvement certifications such as Six Sigma, Lean, or CQE.
• Experience in data analysis, quality, or customer service analytics, preferably in a technical or product‑focused environment.
• Proven ability to analyse complex data sets (Salesforce, Oracle, OTA, or similar) to identify trends, root causes, and actionable insights.
• Track record of working cross‑functionally to resolve product or service issues that directly impact customers.
• Experience leading process improvement initiatives aimed at enhancing customer satisfaction or service quality.
• Strong analytical and problem‑solving skills with attention to detail.
• Proficiency in Salesforce, Oracle, Excel, and other reporting/analytics tools.
• Excellent communication skills, capable of presenting complex data to leadership and cross‑functional teams with a customer‑centric focus.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.