Quality Control- We Care & QA Analyst

  POSITION SUMMARY The We Care and QA Analyst under the direction of the Director of Quality, will primarily be responsible for maintaining the Quality Management System and assisting directly in the Quality Warranty department. As a Quality Control- We Care & QA Analyst you can expect: Straight Days: Monday to Friday Compensation Range: $55,000-$60,000 RRSP Program Dental Care Extended Health Care Life Insurance Employee Assistance Program Company Events On-site parking Paid time off Store Discount Wellness Program 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, skill, and/or ability required. Be the first point of contact in communication with the customer (end-user or retailers) by email, phone calls, and in-person if necessary to assess complaints.   Process customer complaints received from customer portal, emails and phone. Responsible for entering replacement orders in SAP. Responsible for entering replacement orders in the operations logs. Responsible for defining delivery deadlines by working in collaboration with operations team. Issue ‘We Care’ alert to operations and non operations department to communicate critical customer complaints. Diligent on following ‘We Care’ process and procedures. Run ‘We Care’ metrics and assist in identifying negative trends that can impact customer satisfaction. Assist the Director of Quality during potential recalls related to Quality issues by collecting all information and supporting communication with customer. Assist in the SKU replacement process in collaboration with the scheduling master planner. Issue out partial, full, or screw pack replacement order to the production team. Monitor replacement parts completion and lead times. Assist in updating the ‘We Care’ procedures and standard work instructions as required. Escalate customer complaints by issuing ‘We Care’ alerts that can be correlated with Quality, Shipping (Internal and External), R&D, Production, and Sales. Monitor and follow up from the secondary investigation from the departments involved. Keeping customers informed about internal processing times. Issue Return of Authorization (RA) and facilitate the process with involved departments for receiving, inspecting, and communicating the release of the product to inventory. Giving customers assistance with assembly questions or any other product inquiries. Ask for technical assistance from the QA and Engineering team to validate claims and define plan for issuing replacement parts. Escalate fading issues and major complaints for Director of Quality approval. Provide potential solutions or options when claims are associated to obsolete or out of our current assortment. Be able to enter and review orders from various channels and acknowledge customer with sales confirmation. Answers questions regarding accounts, products, and services. Assists customers with the selection and purchase of products and services and verifies billing amount, considering available discounts, special pricing, and shipping costs. Receives and processes customers’ orders, returns, and exchanges. Detailed knowledge of all products to support customer questions or concerns. Assist in the current document control program. Assist in the current non-conformance management program. Assist in the current Management of Change program. Assist the Director of Quality and QC Supervisor on the monthly quality reports for subjects like customer complaints, training, change management, document control, and non-conformances. Assist in updating Quality Communication boards in production. Assist in updating quality documents. Assist with the orientation training for new hires. Assist in maintaining an internal and external audit program. Assist in retaining quality records. EDUCATION/SKILLS/EXPERIENCE Completion of secondary school required; college or other post-secondary programs an asset. Fluent in the English language, French is an asset. Previous experience in customer service is an asset. Working experience with SAP.  Strong computer skills including Microsoft Office, QA applications, and databases. Effective planner and organizer to meet agreed-upon business objectives. Strong knowledge of Microsoft Excel, Word, PowerPoint, Visio, Minitab, and Microsoft Project. Ability to handle multiple tasks and work with cross-functional teams. Open to working all shifts if necessary. Previous experience in Quality is an asset.   WORK ENVIRONMENT AND PHYSICAL DEMANDS   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, stand; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 35 pounds and occasionally may maneuver up to 50 pounds.  Specific vision abilities required by this job may include but are not limited to close vision, distance vision, colour vision, peripheral vision, and depth perception.  Must be able to stand continuously for the duration of the scheduled shift.   The work environment and physical demands detailed above are representative of those encountered while performing the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.   Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.