Customer Quality SpecialistAbout the Role
ICON Product Quality and Consumer Services is looking for a Customer Quality Specialist to support the delivery of consistent product and service quality across customer-facing operations.
The successful candidate will investigate customer quality concerns, analyse recurring issues, coordinate corrective actions, and work closely with internal teams to ensure that customer feedback leads to measurable improvements.
This role is well suited to someone with experience in quality assurance, customer operations, product compliance, or complaint investigation who is confident working with data, documentation, and cross-functional teams.
Key Responsibilities
- Investigate customer complaints and product quality concerns from initial report through to resolution.
- Analyse recurring quality issues and identify root causes using structured problem-solving methods.
- Coordinate corrective and preventive actions with internal departments.
- Monitor customer quality metrics, complaint trends, and service performance indicators.
- Maintain accurate records of investigations, findings, actions, and outcomes.
- Prepare clear quality reports for internal stakeholders.
- Support customer audits, quality reviews, and compliance activities.
- Work with operations, supply chain, technical, and customer service teams to resolve quality issues.
- Review product returns and customer feedback to identify patterns and improvement opportunities.
- Ensure corrective actions are completed within agreed timelines.
- Support the development and improvement of customer quality procedures.
- Assist with supplier-related quality investigations where required.
- Verify that products and services meet internal standards and customer expectations.
- Escalate significant or repeated quality concerns appropriately.
- Contribute to continuous improvement initiatives across the business.
- Support internal training on quality procedures and customer issue handling.
What We Are Looking For
- Previous experience in quality assurance, customer quality, product compliance, customer operations, or a related field.
- Experience investigating complaints, non-conformances, or service quality issues.
- Good understanding of root cause analysis and corrective action processes.
- Strong analytical skills and attention to detail.
- Ability to interpret quality data and identify recurring trends.
- Experience maintaining accurate quality documentation and records.
- Confident working with multiple departments and stakeholders.
- Strong written and verbal communication skills.
- Good working knowledge of Microsoft Excel, Word, and Outlook.
- Ability to manage several investigations and priorities simultaneously.
- Experience in consumer products, manufacturing, retail, testing, or professional services would be advantageous.
- Familiarity with quality management systems or ISO-based environments would be beneficial.
Pay: £38,000.00-£42,000.00 per year
Work Location: In person
