Customer Quality Analyst

About the role

The Customer Quality Coordinator serves as the primary point of contact for customer quality concerns, ensuring timely acknowledgment, communication, and resolution. They monitor and track customer issues, service quality trends, and repeat failures to identify root causes and drive corrective actions. This role partners with plant quality, engineering, operations, and support teams to resolve customer concerns quickly and effectively. They conduct follow-up with customers to confirm resolution satisfaction and overall service experience. Additionally, they facilitate daily or routine debriefs with field teams to review service quality, identify gaps, and reinforce expectations.

Responsibilities

• Serve as the primary point of contact for customer quality concerns, ensuring timely acknowledgment, communication, and resolution.
• Monitor and track customer issues, service quality trends, and repeat failures to identify root causes and drive corrective actions.
• Partner with plant quality, engineering, operations, and support teams to resolve customer concerns quickly and effectively.
• Cover follow-up with customers to confirm resolution satisfaction and overall service experience.
• Facilitate daily or routine debriefs with field teams to review service quality, identify gaps, and reinforce expectations.
• Ensure all customer-related activities, case details, and updates are accurately documented in applicable systems.
• Support continuous improvement initiatives by identifying process gaps and recommending solutions to improve customer experience and quality performance.

Requirements

• A high school diploma or equivalent with 2–5 years of experience in customer service, quality coordination, or manufacturing operations.
• Strong problem-solving skills with the ability to identify root causes and drive effective resolution.
• Demonstrated ability to work independently with strong organizational skills and attention to detail.
• Excellent interpersonal and communication skills with the ability to interact effectively with customers and cross-functional teams.
• Ability to manage multiple priorities, tasks, and customer issues with professionalism and urgency.
• A customer-focused mindset with a strong commitment to delivering high-quality experience.
• Ability to influence and collaborate with diverse teams to achieve desired outcomes.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) with the ability to analyze data, track trends, and create clear reports and presentations.

Preferred

• An associate degree or equivalent experience.
• Experience with quality systems, root cause analysis, or continuous improvement methodologies.