Establish and track customer quality KPIs (e.g., complaint cycle time, escapes, audit outcomes, and customer satisfaction), drive continuous improvement initiatives, and regularly brief senior leadership on trends, risks, and resource needs. Own the end-to-end customer complaint and corrective action system (RMA/CAR/8D), ensuring cross-functional root-cause, containment, corrective/preventive actions, and timely, high-quality customer communication; negotiate resolution plans, timelines, and messaging as needed.