Quality Administrator

Pay Grade: $25.00-$30.00 an hour

• Maintains and organizes quality documentation, including standard operating procedures (SOPs), quality manuals, policies, and compliance records, ensuring accuracy and accessibility.
• Performs case management activities, including closing cases, updating notes, ensuring accuracy in spreadsheets/CRM, and maintaining handling time metrics. 
• Supports inventory processes (restock, cycle count, scrap, accessory kit verification), ensuring compliance with WKIs and SOPs. 
• Assists in inventory audits, address discrepancies, and maintain accurate inventory records. Track stock levels to ensure inventory availability. 
• Compiles and analyze survey feedback (e.g., SurveyMonkey) to generate actionable insights for improving processes and customer satisfaction. 
• Organizes and maintains the parts room, ensuring bins are completed, items are labeled correctly, and records are updated in GP/CRM. 
• Documents and escalates technical or case-related issues to relevant teams as needed. 
• Assists with incoming calls by responding to customer inquiries and concerns in a timely and professional manner. Collaborate with internal teams to address issues and enhance customer experience. 
• Performs CRM data updates related to customers to ensure accurate and up-to-date information. 
• Assist with first-level technical support for product or service-related issues, ensuring continuous follow-up until case closure with customer satisfaction, and overseeing the completion of billing tickets, RMAs, and other necessary tasks. 
• Coordinates and participates in internal and external quality audits, ensuring compliance with quality standards. Track audit findings and assist in implementing corrective actions. 
• Maintains accurate and organized records to support the QMS, including order process dashboards, in-service lists, and work order verifications. 
• Facilitates the change control process by tracking change requests and ensuring proper approvals are obtained before implementation by tracking CRs, updating WKIs, and ensuring proper approvals are obtained before release. 
• Identifies and implements process improvements to enhance operational efficiency, ensuring continuous quality improvement. 
• Maintains key quality metrics and provide regular reports on quality performance. 

• Minimum of 2 year quality and customer service experience preferred
• ISO 9001 or ISO 17025 background
• Strong attention to detail, communication, and data entry skills 
• Strong ability to multitask