Quality Resolution Specialist

Job Description Posted Friday, April 3, 2026 at 6:00 AM Job Summary Under 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. The Quality Resolution Specialist, Electrical Market will serve our team with internal and external inquiries across the Electrical side of the business and manage the 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 services. Obtain necessary internal support to resolve the customer’s concern. Handle Emergency Response Actions (ERA), Return Good Authorization (RGA), and credit for bad product. Facilitate and confirm the containment of the customer complaint. Document corrective actions taken. Customer Complaint Reporting Communicate complaint activities to the non‑automotive market concerned parties. Track Pareto concerns, products, customers and other categories. Track concern type issues, repeat occurrences, and customer activity. Submit corrective action reports to customers. Performance Monitoring Track and report on the effectiveness of the non‑automotive market complaint handling process. Measure timeliness and quality of service versus 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) – categorize, collect, and report on non‑automotive 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 updates. Report on open QIP’s 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 requirements. Collect and report on system performance (users, changes, access, etc.). Other Functions Monitor issue resolution lead times and expedite tasks. Develop 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 processes. Detail 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 and 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, and additional hours as required to meet customer needs. By applying for a position with HellermannTyton, you understand that should you be made an offer, it will be contingent on you undergoing and successfully completing a background check through the use of our third‑party supplier. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, criminal check, driving history, and drug test. You will be notified during the hiring process of which checks are required by the position. HellermannTyton Corporation is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. #J-18808-Ljbffr