What are the responsibilities and job description for the Customer Quality Specialist position at 1 Point System?
Role: Customer Quality Specialist
Contract Length: 6 months, will continue to extend/convert based on performance
Location: Tulsa, OK - 3 days in office, 2 days remote - remote days can't be back-to-back and can't be Friday and Monday.
Client: Confidential for now
Pay: $50 W2
Key Responsibilities:
Act as the main quality point of contact for customer complaints, quality concerns, and post-delivery product or service issues.
Work in close partnership with Warranty, Sales, Service, Engineering, Operations, and Supply Chain to investigate and resolve customer-reported problems.
Lead the full response cycle for customer escapes and warranty events, including containment, investigation, root cause analysis, and both corrective and preventive actions.
Apply structured problem-solving approaches such as 8D, A3, 5 Whys, Fishbone, and FMEA to determine root cause and implement lasting fixes.
Own complaint/corrective action efforts from intake through verification of effectiveness and formal closure.
Drive timely customer updates on issue status, findings, corrective actions, and resolution plans.
Track complaint, warranty, and quality KPIs to identify trends, repeat failures, and continuous improvement opportunities.
Facilitate cross-functional alignment meetings to confirm actions, owners, timelines, and next steps.
Maintain complete, accurate documentation of complaints, investigations, CAPAs, and customer communications in accordance with QMS requirements.
Support customer visits, audits, and technical reviews; represent the quality function in customer-facing discussions as needed.
Analyze warranty/field performance and customer feedback to uncover systemic issues and recommend improvements.
Escalate high-risk or recurring customer quality issues to leadership and push for timely resolution.
Prepare and present reporting on complaint trends, customer quality performance, and CAPA effectiveness to management/senior leaders.
Contribute to continuous improvement work that improves customer satisfaction, reduces defects, and prevents repeat escapes.
Experience:
Bachelor’s degree in Engineering, Quality, Manufacturing, Business, or a related technical discipline.
5 years in quality engineering, customer quality, manufacturing, warranty, or a closely related area.
Proven background managing customer complaints, quality investigations, warranty claims, and corrective action workflows.
Demonstrated leadership in RCA and CAPA execution and follow-through.
Experience collaborating directly with customers and cross-functional internal teams to solve complex issues.
ASQ CQE preferred.
Six Sigma Green Belt or Black Belt preferred.
Knowledge, Skills, and Abilities:
Strong customer orientation with the ability to build trust and maintain effective relationships internally and externally.
Excellent communication skills (written, verbal, presentation, and interpersonal).
Working proficiency with RCA/problem-solving tools such as 8D, A3, 5 Whys, Fishbone, and Fault Tree Analysis.
Experience managing corrective actions through implementation and effectiveness validation.
Solid project management and organization skills, able to juggle multiple priorities and deadlines.
Ability to lead and influence cross-functional teams without direct reporting authority.
Strong analytical and structured problem-solving ability, including trend and data interpretation.
Proficient with Microsoft Office, especially Excel, PowerPoint, and Word.
Familiarity with quality management systems, auditing concepts, and continuous improvement methods.
Able to communicate technical content clearly to customers, leaders, and internal stakeholders.
Comfortable participating in customer meetings, audits, and site visits.
Willingness to travel up to 25% (domestic and international) as needed.
Salary : $50