Senior Quality Assurance Specialist

Location: Northeast Ohio Schedule: Full-Time | Standard Business Hours Travel: Up to 50% travel, including occasional short-notice domestic and international travel Pay Rate: starting at $24 DOE

Our client is seeking a customer-focused and detail-oriented Quality Assurance Specialist to serve as a key liaison between customers and internal teams. This role is responsible for managing customer feedback, investigating product quality concerns, coordinating warranty claims, analyzing quality data, and helping drive continuous improvement initiatives.

This position is ideal for someone who enjoys problem-solving, building customer relationships, and working cross-functionally to ensure a high level of customer satisfaction and product quality.

Key Responsibilities

Customer Support & Complaint Resolution

• Respond to customer inquiries via phone, email, and other communication channels
• Collect and verify information related to product concerns and complaints
• Evaluate warranty eligibility and process warranty-related claims
• Manage complaint investigations and ensure timely follow-up
• Conduct customer satisfaction outreach and surveys
• Provide professional and timely customer support throughout the resolution process

Quality & Data Management

• Maintain and update quality management system (QMS) records
• Analyze customer feedback and complaint trends
• Track and monitor complaint resolution status
• Review quality data to identify risks and opportunities for improvement
• Assist with maintaining quality documentation and reporting

Product & Technical Evaluation

• Investigate returned products related to customer complaints
• Perform product testing and measurements as needed
• Support problem-solving initiatives and corrective action activities
• Utilize structured problem-solving methods, including 8D reporting

Cross-Functional Collaboration

• Partner with sales, logistics, operations, and quality teams to resolve issues
• Communicate customer requirements and timelines effectively
• Support continuous improvement efforts across the organization
• Serve as a quality contact for customers and internal stakeholders

Qualifications

Required

• Bachelor's degree required (Engineering degree preferred)
• Minimum 2 years of quality assurance experience
• Minimum 5 years of overall professional work experience
• Prior customer service and warranty administration experience
• Experience with 8D problem-solving methodology and reporting
• Strong verbal and written communication skills
• Excellent problem-solving, organizational, and time-management abilities
• Proficiency in Microsoft Office, including Excel and PowerPoint
• Ability to work independently in a fast-paced environment
• Valid driver's license preferred
• Ability to travel domestically and internationally as needed

Pay Details: $24.00 to $26.00 per hour

Search managed by: Jenny Coyle

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

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