Customer Quality Specialist

Socket.dev; Upper Sandusky (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

Socket.dev is seeking a Customer Quality Specialist to support the Quality Assurance Response team in administrative tasks and help resolve quality matters reported to the team. The role demands attention to detail, a strong sense of urgency, and timeliness in all actions.

You will handle emails about quality concerns, follow up on voicemails, investigate issues from start to finish, coordinate with other departments, log QARFs and Torn Bag Reports, and request product samples as needed.

Qualifications

• Attention to quality issues from start to finish across teams.
• Ability to manage multiple tasks with accuracy and speed.
• Strong communication and organizational skills.

Responsibilities

• Respond to quality concerns via email promptly.
• Follow up on voicemails and inquiries.
• Investigate quality issues from start to finish with cross-department collaboration.
• Field calls about quality concerns and report findings.
• Log Quality Assurance Response Forms (QARFs) and Torn Bag Reports.
• Request and process product samples from plants.

Skills

Detail-oriented

Follow-up skills

High urgency

Timeliness

Job description

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.