Quality Excellence & Continuous Improvement Manager

About the Role

This position is responsible for leading quality enhancement initiatives for d.light's operations in Africa by systematically identifying, analyzing, and resolving product and process issues that adversely affect customer satisfaction, product reliability, and overall operational efficiency.

The role involves orchestrating comprehensive investigations into product malfunctions, warranty returns, field defects, and customer grievances. Collaboration is key, working with multiple departments such as Product Quality, Engineering, Service Operations, Manufacturing Partners, Suppliers, and Regional Teams to execute durable corrective and preventive measures.

Key Responsibilities

• Lead excellence programs aimed at improving quality across products, service operations, supply chains, and partner ecosystems.
• Detect systemic quality problems and implement long-lasting improvement strategies.
• Create and oversee roadmaps for quality advancements.
• Utilize Lean, Six Sigma, and other structured problem-solving approaches to drive continuous improvement projects.
• Encourage sharing of best practices and lessons learned across different regions and functional areas.
• Conduct in-depth failure analyses of products in the field, examining warranty returns, customer feedback, and service center data.
• Ensure corrective and preventive actions are effective through validation and follow-up assessments.
• Collaborate with Engineering, Product Management, Quality, Suppliers, and Manufacturing partners to coordinate technical reviews and corrective measures.
• Monitor reliability metrics of products across African markets, identify recurring problems, and support validation efforts to enhance product durability and robustness.
• Provide data-driven technical recommendations to improve overall product performance.
• Partner with Customer Experience, Service Operations, and Commercial teams to mitigate customer issues and enhance the ownership experience by targeting reduction in service visits, repeat failures, and warranty claims.
• Serve as the main point of contact for quality improvement initiatives across Africa, ensuring timely execution of enhancement plans.
• Develop and maintain analytical quality dashboards, reporting on key metrics such as product returns, warranty claims, customer complaints, service defects, and product reliability performance.
• Present actionable insights and recommendations to leadership to support data-based decision-making.

Qualifications and Skills

• Bachelor's degree in Electronics, Electrical, Mechatronics, Mechanical, Industrial Engineering, or related fields; a master’s degree is advantageous.
• Over five years' experience in quality, reliability, customer quality, continuous improvement, or field quality roles within relevant industries such as consumer electronics, solar products, energy storage, inverters, batteries, or home appliances.
• Strong grasp of lithium-ion and LFP battery technologies, battery management systems, solar home systems, power electronics, PCB assemblies, consumer electronics, and product reliability engineering.
• Expertise in failure analysis methods and customer quality management tools.
• Proficient with quality methodologies including 8D, 5 Why, Fishbone Analysis, FMEA, Fault Tree Analysis, Pareto Analysis, Six Sigma, CAPA, and statistical analysis.

Performance Metrics

• Decrease in warranty claims and product return rates.
• Lower repeat failure incidents.
• Enhancements in customer satisfaction scores and product reliability statistics.
• Effectiveness and timely closure of Corrective and Preventive Actions (CAPA).
• Reduction in costs associated with poor quality.
• Successful delivery and impact from continuous improvement projects.

Compensation and Benefits

• Competitive salary package.
• Health insurance coverage.
• Pension scheme participation.