Quality Specialist

Summary

Under the supervision of the Sr. Quality Manager, the Quality Specialist implements training and coaching for retail teams and internal departments to enhance the client experience and improve product quality. The role analyzes defective repair and return trends and develops action plans in partnership with Central and Manufacturing to resolve defects. The specialist also designs training materials, facilitates quality checks in distribution centers, and provides ongoing communication and support to regional and central teams.

Responsibilities

• Implement and enforce the New Product Alert system with stores to ensure timely reporting of quality issues.
• Foster cross-department partnerships to build common messages and ensure holistic resolutions to quality alerts.
• Lead support, coaching, and collaboration with Warehouse teams on new products, quality updates, and best practices.
• Host daily communications with Central Quality and provide monthly updates to LVA and Central.
• Manage and facilitate regular visits between retail, regional, and central teams to discuss quality issues and improvements.
• Provide daily support to Store Support, Digital Care Services, intake teams, and Regional Quality Correspondents.
• Design and deliver training sessions, create training materials and SOPs, and run communication campaigns to support the client experience.
• Monitor quality returns (DEF and FOC figures), identify trends, and generate action plans; initiate ad hoc projects as needed.

Requirements

• Experience working with MS Word, Excel, and Outlook.
• Proven ability to analyze defect/return data and develop corrective action plans.
• Experience delivering training and creating SOPs; strong coaching skills for retail teams.
• Excellent communication and collaboration skills across regional, central, and manufacturing partners.
• Ability to travel to stores and distribution centers as required to support quality initiatives.