Customer Quality Specialist

Overview

Partner with customers, sales, warranty, operations, engineering, and quality teams to ensure effective resolution of customer quality concerns throughout the product and service lifecycle. Lead customer complaint investigations, root cause analysis, corrective and preventive action activities, and customer communications to improve customer satisfaction, reduce repeat issues, and strengthen product and service quality. Serve as the primary quality interface for post-delivery customer quality concerns and customer escape investigations.

Key Responsibilities

Primary duties may include, but are not limited to:

• Serve as the primary quality contact for customer complaints, quality concerns, and post-delivery product or service issues.
• Partner closely with Warranty, Sales, Service, Engineering, Operations, and Supply Chain teams to investigate and resolve customer-reported issues.
• Lead containment, investigation, root cause analysis, corrective action, and preventive action activities for customer escapes and warranty-related events.
• Utilize structured problem-solving methodologies such as 8D, A3, 5 Whys, Fishbone Diagrams, and FMEA to identify root causes and drive sustainable corrective actions.
• Manage customer complaint and corrective action projects from initiation through verification of effectiveness and closure.
• Coordinate timely communication and response to customers regarding quality concerns, investigation status, corrective actions, and resolution plans.
• Monitor customer complaint, warranty, and quality performance metrics to identify trends, recurring issues, and opportunities for continuous improvement.
• Facilitate cross-functional review meetings to ensure alignment on customer issues, action plans, responsibilities, and timelines.
• Maintain accurate records of complaints, investigations, corrective actions, and customer communications in accordance with quality management system requirements.
• Support customer visits, audits, and technical reviews and represent the quality organization in customer-facing meetings when required.
• Analyze warranty, field performance, and customer feedback data to identify systemic issues and recommend improvements.
• Escalate significant customer quality risks and recurring issues to leadership and drive timely resolution.
• Prepare and present customer quality performance, complaint trends, and corrective action effectiveness to management and senior leadership.
• Support continuous improvement initiatives that improve customer satisfaction, reduce defects, and prevent recurrence of customer escapes.

Experience

• Bachelor's degree in Engineering, Quality, Manufacturing, Business, or related technical discipline.
• Minimum 5 years of experience in Quality Engineering, Customer Quality, Manufacturing, Warranty, or related field.
• Experience managing customer complaints, quality investigations, warranty claims, and corrective action processes.
• Demonstrated experience leading Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) activities.
• Experience working directly with customers and cross-functional teams to resolve complex issues.
• ASQ Certified Quality Engineer (CQE) preferred.
• Six Sigma Green Belt or Black Belt preferred.

Knowledge, Skills, and Abilities

• Strong customer focus with the ability to build credibility and maintain professional internal and external relationships.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Proficient in Root Cause Analysis tools including 8D, A3, 5 Whys, Fishbone Diagrams, and Fault Tree Analysis.
• Experience with corrective action management and verification of effectiveness.
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• Ability to facilitate and influence cross-functional teams without direct authority.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Proficient in Microsoft Office applications, including Excel, PowerPoint, and Word.
• Familiarity with quality management systems, auditing principles, and continuous improvement methodologies.
• Ability to effectively communicate technical information to customers, leadership, and internal stakeholders.
• Comfortable interacting directly with customers, including participation in customer meetings, audits, and site visits.
• Travel < 25% domestically and internationally as required.

Publishing Pay Range: $55.00 - $65.00 hourly
This position offers a hybrid schedule, with time split between the office and remote work.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.

GDH Benefits

GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.