Customer Quality Analyst

IDEX•Rutherford, NJ

7d•Hybrid

About The Position

The Customer Quality Analyst is responsible for supporting customer quality activities through accurate customer complaint documentation, QCBD data maintenance, warranty record tracking, and quality reporting. This role ensures customer complaint records, investigation documentation, corrective action updates, and warranty-related information are entered, maintained, and closed in accordance with internal procedures and quality system requirements. Working under the direction of the Customer Quality Engineer, the Customer Quality Analyst supports customer complaint investigations by coordinating documentation, tracking action items, preparing summaries, and maintaining timely updates in QCBD. This role may assist with warranty part review or teardown activities as needed; however, the primary focus is customer complaint data integrity, QMS record accuracy, reporting, and administrative support for customer quality processes.

Requirements

Strong attention to detail and documentation accuracy.
Ability to maintain accurate records in QCBD, QMS software, or similar database systems.
Strong organizational skills with the ability to track multiple open items and deadlines.
Basic analytical skills with the ability to summarize data and identify trends.
Effective written communication skills, including the ability to prepare clear investigation and status summaries.
Ability to work cross-functionally with Quality, Engineering, Manufacturing, Service, and Customer Quality teams.
Basic understanding of customer complaints, warranty processes, corrective actions, or quality documentation preferred.
Willingness to learn product function, blower assembly/disassembly, and customer warranty investigation processes.
High accountability, follow-through, and ability to manage priorities in a fast-paced environment.
Proficiency with Microsoft Office Suite, especially Excel, Word, and Outlook.
Experience with QCBD or other QMS software preferred.
High school diploma required.
0-3 years of experience in quality, manufacturing, customer service operations, technical documentation, warranty administration, or related field preferred.
Experience maintaining records in QMS, ERP, CRM, or database systems preferred.
Experience with customer complaints, warranty claims, NCRs, CAPA, or quality documentation preferred.
Basic knowledge of root cause analysis tools such as 5 Whys, Fishbone, or 8D preferred.
Hands-on experience with product inspection, assembly, disassembly, or failure investigation is a plus, but not the primary requirement.

Nice To Haves

Associate degree in a technical, business, quality, or related field preferred.

Responsibilities

Create, update, and maintain customer complaint records in QCBD and related quality system databases.
Ensure complaint records include accurate customer information, issue descriptions, dates, investigation status, containment actions, corrective action updates, and closure documentation.
Track open customer complaints and warranty cases to ensure timely updates and escalation of overdue items.
Maintain data accuracy, consistency, and traceability within QCBD for customer complaints, warranty returns, and related quality records.
Support the Customer Quality Engineer by preparing customer complaint files, investigation packets, and supporting documentation for review.
Ensure proper record retention and documentation control in accordance with internal procedures and ISO 9001 requirements.
Compile customer complaints, warranty, and field failure data for routine reporting.
Generate and maintain reports related to customer complaints, warranty trends, repeat issues, response timing, and closure status.
Assist in identifying recurring customer quality concerns through data review and trend tracking.
Provide data summaries to support quality meetings, management reviews, corrective action reviews, and customer quality updates.
Support the development and maintenance of customer quality dashboards, scorecards, and tracking logs.
Communicate data gaps, missing documentation, or late responses to the Customer Quality Engineer for follow-up.
Support customer warranty investigations by organizing returned part information, photos, inspection notes, and investigation records.
Assist with physical review, inspection, or teardown of returned customer parts as directed by the Customer Quality Engineer or Manufacturing Quality Engineer.
Document investigation observations clearly, including visual findings, part condition, serial/lot information, and supporting evidence.
Coordinate with Quality, Engineering, Manufacturing, and Service teams to collect required investigation information.
Assist in preparing investigation summaries and warranty documentation for internal review.
Ensure warranty investigation records are complete, accurate, and properly linked to the applicable customer complaint or QCBD record.
Track corrective and preventive action updates related to customer complaints and warranty issues.
Support documentation of root cause analysis activities, containment actions, corrective actions, and effectiveness checks.
Assist with follow-up on assigned action items to ensure timely closure.
Maintain organized records of customer complaint investigations, corrective actions, and supporting evidence.
Support the Customer Quality Engineer in preparing quality alerts, internal communications, and customer response documentation.
Participate in continuous improvement activities related to customer complaint handling, QCBD workflows, data accuracy, and quality system documentation.