Customer Quality Specialist

Support the Customer Quality Assurance Response team in an administrative capacity and assist with tasks that are integral to resolving all quality matters reported to the team. The ideal Customer Quality Specialist candidate needs to be detail-oriented and have strong follow-up skills. This person would possess a high sense of urgency and be cognizant of timeliness in all situations. As unique opportunities present themselves, you must be sensitive to customer needs, corporate goals, team member development, and our public image. 

Primary Responsibilities

• Respond and handle any of the types of tasks below or others as requested by the Customer Quality Coordinator:
  1. Address emails sent regarding quality concerns promptly. 
  2. Follow up on any voicemails. 
  3. Investigate all reported quality issues from start to finish. This may include phone calls, follow-up emails, in-person meetings, testing, etc. Typically, this is a collaborative process with other team members across multiple departments.  
  4. Field incoming phone calls regarding quality concerns. This may involve initial reporting of the incident and pertinent follow-up.
  5. Initiate outgoing calls to team members and/or outside parties as part of the investigative process.
  6. Enter in Quality Assurance Response Forms (QARFs) and Torn Bag Reports
  7. Request and process product samples from the appropriate plant.
  8. Field questions from team members regarding the quality process. This can include questions from customer service, invoicing, Business Systems, and other departments. 
  9. Review the QARFs entered by other departments, update/follow up as needed.