Quality Assurance Analyst-CEX Operations

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

• Conduct thorough audits for Phone, email and chat to ensure they meet quality standards.
• Identify, document, and report quality issues, and work with relevant teams to resolve them promptly.
• Collaborate with cross-functional teams to establish quality standards and ensure adherence throughout the process.
• Monitor and analyze quality performance metrics, identifying trends and areas for improvement.
• Facilitate root cause analysis and implement corrective and preventive actions (CAPAs) to address quality issues.
• Ensure compliance with industry regulations, standards, and best practices.
• Provide training and guidance to team members on quality assurance processes and standards.
• Develop and maintain comprehensive documentation of quality assurance activities, including inspection reports, test results, and audit findings.
• Continuously review and improve quality assurance processes to enhance efficiency and effectiveness.
• Stay current with industry trends, advancements, and regulatory changes to ensure the organization’s quality assurance practices remain up-to-date.
• Develop, implement, and maintain robust quality assurance processes and systems.

Competencies and skills

• High school diploma or equivalent.
• Previous customer service experience preferred.
• Strong communication skills, both written and verbal.
• Exceptional problem-solving and critical-thinking abilities.
• Ability to work independently and as part of a team.
• Excellent time management skills and the ability to meet deadlines.
• Proficiency in using CRM software and other relevant tools.
• Ability to remain calm and professional under pressure.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.