Quality Specialist (Customer Satisfaction)
About The Position
This role serves as a hands-on quality and operational support partner within the manufacturing lab, focused on ensuring production accuracy, process compliance, and timely issue resolution. The position supports daily lab operations by monitoring workflow, reviewing quality and production data, identifying and escalating risks, assisting with troubleshooting and root cause analysis, and supporting implementation of approved process improvements. The role works closely with production, quality, and leadership teams to maintain operational standards, improve consistency, and support overall lab performance while following established procedures and guidelines.
Requirements
- High school education or equivalent preferred.
- Ability to walk, stand, stoop, climb, and maintain balance.
- Coordinated use of hands and fingers for grasping, manipulation, and bilateral reach.
- Close vision, color vision, depth perception, and ability to adjust focus.
- Ability to work in a fast-paced production environment with moderate noise levels.
- Must wear appropriate PPE in the lab.
- Must follow all company and lab policies and procedures.
- Ability to communicate effectively with all levels of the organization.
- Ability to work independently 90% of the time.
- Ability to prioritize, manage multiple tasks, and use good judgment.
- Computer skills including MS Office and optical testing machinery.
Responsibilities
- Support the Lab Quality team by performing real-time quality checks, identifying defects, and correcting quality issues on in-process orders.
- Investigate breakage, redo jobs, incorrect lenses, and cosmetic/optical defects, and communicate findings to lab leadership for improvement actions.
- Own the resolution of jobs with multiple breakages, ensuring proper documentation and corrective steps.
- Analyze lab-level reporting (Optifacts, DVI, Spotfire) to identify orders at risk due to quality errors, missing information, or incorrect specifications.
- Tag and escalate trays requiring quality intervention, ensuring they are routed to the appropriate department for correction.
- Take corrective action on quality-related delayed jobs, including fixing errors, clarifying missing data, or escalating when needed.
- Support root cause analysis on the floor for high breakage and high redo jobs.
- Communicate quality-driven issues to CS/OE/Sales, providing complete details and ensuring closed-loop resolution.
- Implement procedure for special care for high redo accounts.
- Redo lens inspection – complete pair for the entire lab.
- Focus account redo improvement Lab (Box Inspection, support BIG/GIB Audit).
- Own lab redos to ensure resolution.
- Conduct research and sharing opportunities with CSAT leader to triage with sales, CS and lab quality for top accounts.
- Document redo lens inspection and validation and sharing with lab quality.
- Support Expeditors by confirming when production delays are quality-related rather than workflow-related.
- Support Customer Quality Ops by supplying defect data, returns insights, and on-the-floor operational context for deeper root-cause analysis.
- Inform Lab Leadership when recurring or systemic quality patterns emerge that require broader corrective action.
Benefits
- health care
- retirement savings
- paid time off/vacation
- various employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
