Quality Excellence & Continuous Improvement Manager

The role holder will drive quality improvement initiatives across d.light's Africa business by identifying, analyzing, and eliminating product and process-related issues that impact customer experience, reliability, and operational performance. This role will lead deep-dive investigations into product failures, warranty returns, field defects, and customer complaints, working closely with Product Quality, Engineering, Service Operations, Manufacturing Partners, Suppliers, and Regional Teams to implement sustainable corrective and preventive actions. The primary objective of the role is to improve product reliability, reduce return rates, enhance customer satisfaction, and establish a culture of continuous improvement through data-driven decision-making and structured problem-solving.

Requirements

Key Responsibilities

Quality Excellence & Continuous Improvement Lead quality excellence initiatives across products, service operations, supply chain, and partner networks. Identify systemic quality issues and drive sustainable improvement actions. Establish and monitor quality improvement roadmaps. Drive continuous improvement projects using Lean, Six Sigma, and structured problem-solving methodologies. Promote best practices and lessons learned across regions and functions. Product Failure Analysis & Root Cause Investigation Lead detailed investigations of product failures observed in the field. Analyze warranty returns, customer complaints, service center findings, and reliability data. Validate effectiveness of corrective and preventive actions. Perform deep-dive failure analysis to identify root causes and failure mechanisms. Coordinate technical reviews and corrective actions with Engineering, Product Management, Quality, Suppliers, and Manufacturing Partners. Product Reliability Improvement Monitor product reliability performance across Africa markets. Identify recurring product issues and reliability risks. Support reliability validation and verification activities. Drive initiatives to improve durability, robustness, and overall product performance. Provide technical recommendations based on field learning and failure analysis. Customer

Experience

Improvement Identify quality issues impacting customer satisfaction and product adoption. Work closely with Customer Experience, Service Operations, and Commercial teams to reduce customer pain points. Lead initiatives aimed at reducing repeat failures, service visits, and warranty claims. Drive improvements in customer satisfaction and overall product ownership experience. Cross-Functional Collaboration Act as the focal point for quality improvement initiatives across Africa. Coordinate with: Product Management Product Quality Teams Engineering Service Operations Supply Chain Suppliers Contract Manufacturers Ensure timely implementation and closure of improvement actions. Data Analytics & Performance Management Develop and maintain quality dashboards and performance reports. Analyze trends related to: Product Returns Warranty Claims Customer Complaints Service Center Defects Repeat Failures Product Reliability Present actionable insights and recommendations to leadership teams.

Qualifications

Education

Bachelor's Degree in Electronics Engineering, Electrical Engineering, Mechatronics, Mechanical Engineering, Industrial Engineering, or a related discipline. A Master's Degree is an added advantage.

Experience

>5 years of

experience

in: Quality Engineering Reliability Engineering Product Quality Customer Quality Continuous Improvement Field Quality

Experience

in Consumer Electronics, Solar Products, Energy Storage Systems, Inverters, Batteries, Home Appliances, Telecommunications Equipment, or related industries. Technical Competencies Strong understanding of: Lithium-ion and LFP Battery Technologies Battery Management Systems (BMS) Solar Home Systems Inverters and Power Electronics PCB Assemblies (PCBA) Consumer Electronics Products Product Reliability Engineering Failure Analysis Techniques Customer Quality Management Quality Tools 8D,5 Why,Fishbone Analysis,FMEA,Fault Tree Analysis,Pareto Analysis,Six Sigma,CAPA and Statistical Analysis Key Performance Indicators (KPIs) Reduction in Warranty Claims Reduction in Product Return Rate Reduction in Repeat Failure Rate Improvement in Customer Satisfaction Metrics Improvement in Product Reliability Performance CAPA Effectiveness and Closure Rate Cost of Poor Quality (COPQ) Reduction Number and Impact of Continuous Improvement Projects Delivered

Benefits

What We Offer

Competitive Remuneration Medical Cover Pension

Key Responsibilities

Quality Excellence & Continuous Improvement Lead quality excellence initiatives across products, service operations, supply chain, and partner networks. Identify systemic quality issues and drive sustainable improvement actions. Establish and monitor quality improvement roadmaps. Drive continuous improvement projects using Lean, Six Sigma, and structured problem-solving methodologies. Promote best practices and lessons learned across regions and functions. Product Failure Analysis & Root Cause Investigation Lead detailed investigations of product failures observed in the field. Analyze warranty returns, customer complaints, service center findings, and reliability data. Validate effectiveness of corrective and preventive actions. Perform deep-dive failure analysis to identify root causes and failure mechanisms. Coordinate technical reviews and corrective actions with Engineering, Product Management, Quality, Suppliers, and Manufacturing Partners. Product Reliability Improvement Monitor product reliability performance across Africa markets. Identify recurring product issues and reliability risks. Support reliability validation and verification activities. Drive initiatives to improve durability, robustness, and overall product performance. Provide technical recommendations based on field learning and failure analysis. Customer

Experience

Improvement Identify quality issues impacting customer satisfaction and product adoption. Work closely with Customer Experience, Service Operations, and Commercial teams to reduce customer pain points. Lead initiatives aimed at reducing repeat failures, service visits, and warranty claims. Drive improvements in customer satisfaction and overall product ownership experience. Cross-Functional Collaboration Act as the focal point for quality improvement initiatives across Africa. Coordinate with: Product Management Product Quality Teams Engineering Se