Quality Resolution Specialist

Job SummaryUnder the direction of the direction of the Director of Quality, the Quality Resolution Specialist, Electrical Market is responsible for effectively handling and reporting on customer issues impacting quality. Quality Resolution Specialist, Electrical Market will serve our team with internal and external inquiries across the Electrical side of the business. Quality Resolution Specialist, Electrical Market is responsible for their assigned accounts.Essential Functions:

Customer Complaint Management Effectively manage customer complaints from the non-automotive market

Receive, log, follow-up, close, and obtain customer feedback around our support servicesObtain necessary "internal" support to resolve the customers concern

Emergency Response Actions (ERA), Return Good Authorization (RGA), Credit for bad productFacilitate and confirm the containment of the customer complaintDocument corrective actions taken

Customer Complaint Reporting Communicate complaint activities to the non-autotive market concerned parties

Pareto concerns, products, customer and other catagoriesTrack concern type issues, repeat occurances, and customer activitySubmit corrective actions reports to customer

Performance Monitoring Track and report on the effectiveness of the non-automative market complaint handling process

Timeliness and quality of service vs customer expectations,Obtain data from actual complaint activities, internal interested parties, and general customer inquiries \

Cost Of Poor Quality (COPQ) Tracking - Voice Of the Customer (VOC) Catagorize, collect, and report on non-automative complaint impacts on COPQ (returns, credits, etc.)Quality Improvement Plans Track and report on any active HTNA QIP's

Participate in QIP reviews, obtain actions, assign responses, and verify readiness prior to any updatesReport on OPEN QIP's their scope, stage, and status

Return Authorization / Credit Support Perform RGA and Credit functions for unaligned customers of the Automotive complaint process

Receive requests, write, and communicate RGA / Credit requests (MTY, GDL, General, etc.)

Document Control Administration

Manage user access, review cycles, and internal system requirmentsCollect and report on system performance (users, changes, access, etc.)

Other Functions

Monitor issue resolution lead times and expedite tasks.Development of strategies to increase the quality and efficiency of customer support.Provide feedback regarding complaints and related questions with all relevant areas of the company to ensure customer satisfaction as needed.Communication Proficiency (talk, write, listen, and resolve)

What You'll Bring

High school degree or equivalent required.Bachelor's degree preferred in a related field and a minimum of 5 years experience in Customer facing proccessesDetail oriented with ability to think strategically and coach others to achieve results in a positive manner.Proven effectiveness as a team player and leader.High level of competency in written/verbal communication, project management, analytics, problem solving, and goal setting.Interpersonal skills to maintain a professional and exemplary demeanor toward work, customers and associates at all levels of the company including conflict resolution.Excellent time management skills and ability to multi-task and prioritize work. Proficiency in MS Office with expertise in Microsoft Word, PowerPoint and Excel.Working knowledge of ERP, CRM, and Quality Management System. Ability to analyze and revise operating practices to improve efficiency.Available to work flexible hours to cover required business hours. Additional hours as required meeting customer needs.

Rev. 4.17.2025