Customer Quality Analyst

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

SUMMARY 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.   ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   1. Customer Complaint Records and Quality Records Management Software (QCBD) a.       Create, update, and maintain customer complaint records in QCBD and related quality system databases b.       Ensure complaint records include accurate customer information, issue descriptions, dates, investigation status, containment actions, corrective action updates, and closure documentation c.        Track open customer complaints and warranty cases to ensure timely updates and escalation of overdue items d.       Maintain data accuracy, consistency, and traceability within QCBD for customer complaints, warranty returns, and related quality records e.       Support the Customer Quality Engineer by preparing customer complaint files, investigation packets, and supporting documentation for review f.         Ensure proper record retention and documentation control in accordance with internal procedures and ISO 9001 requirements   2. Customer Quality Data Reporting and Trend Analysis a.       Compile customer complaints, warranty, and field failure data for routine reporting b.       Generate and maintain reports related to customer complaints, warranty trends, repeat issues, response timing, and closure status c.        Assist in identifying recurring customer quality concerns through data review and trend tracking d.       Provide data summaries to support quality meetings, management reviews, corrective action reviews, and customer quality updates e.       Support the development and maintenance of customer quality dashboards, scorecards, and tracking logs f.         Communicate data gaps, missing documentation, or late responses to the Customer Quality Engineer for follow-up   Customer Warranty and Investigation Support 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