Description This role plays a critical part in driving company-wide Quality Improvement initiatives by leading the investigation and resolution of quality-related complaints. The position is responsible for conducting thorough root cause analyses, communicating findings and corrective actions to cross-functional teams in a timely manner, and supporting consistent, customer-focused resolutions. In addition, the role assists in validating credits related to quality defects, provides quality-based recommendations to Customer Service, and evaluates purchased finished goods to ensure they meet established quality standards and customer expectations. The schedule for this position is Monday - Friday, and either a 2:00 - 10:00 PM or 3:00-11:00 PM shift. PRIMARY DUTIES • Conduct investigations and dispositions of ALL customer complaints, both internal and external. • Test hang all print types on air board and wet hang for internal inspections. • Effectively communicate and support Customer Service, Production, Studio, Warehouse, and suppliers as needed. • Maintain and update all complaint logs daily. • Support quality at both manufacturing locations as well as support suppliers with purchased finished goods. • Prepare reports by collecting, analyzing, and summarizing data and making recommendations. • Interact with Manufacturing, Designers, R&D and Engineering teams to optimize documentation related to quality and inspection checks. • Support Quality Improvement teams. • Coordinate with suppliers and customers relating to quality trends, performance, and corrective action. • Lead root cause analysis and develop detailed corrective actions for product and service quality issues, preventing customer complaints. • Contribute to team effort by accomplishing related results as needed. • All other duties as assigned. Requirements EDUCATION & EXPERIENCE • High school diploma or GED • 2+ years’ industry experience preferred • 2+ year’s wallcovering hanging experience preferred • Proven critical thinking and problem-solving skills. • Excellent interpersonal communication skills; verbal, written, and oral • Proficiency in MS Office (i.e. Word, Excel, PowerPoint, Outlook). • Excellent communication and presentation skills. PHYSICAL DEMANDS • Must be able to lift 30+ lbs. • Must be able to work with liquid adhesives MENTAL/VISUAL DEMANDS • Must be able to see print defects and color variation to standard • Must be able to communicate effectively via email and phone • Must be able to Multi-Task and meet deadlines