Quality & Customer Care Specialist
27 days ago
Irvine
Job Description Job Summary At TCL, we're driven by a commitment to innovation in consumer technology, empowering millions worldwide to "Inspire Greatness" with our award-winning range of premium home entertainment, audio, mobile, and home comfort solutions, all thoughtfully designed to deliver cutting-edge experiences and meaningful enjoyment. If you're thinking about taking your career to the next level with a job at TCL, we'd love to find out what makes you amazing, too. The Quality & Customer Care Specialist requires daily tracking and reconciliation of return inventory from partners such as Amazon, Walmart, and wireless carriers using Excel-based reporting. You will handle disputes, validate returns data with distribution centers, and prepare detailed reports for internal stakeholders. Additionally, you'll support Customer Care by responding to online reviews, resolving escalations from the Call Center, and assisting in the preparation and review of training materials. This role will also assist the Quality Manager with Field User Trials (FUT) by coordinating with participants, collecting feedback, and analyzing reported issues to ensure real-world performance insights feed into product optimization. To succeed in this role, you must possess strong technical knowledge, exceptional Excel skills, and a proactive mindset. Duties may include but are not limited to: • Maintain a strong understanding of Amazon and national retailers return policies and compliance requirements to ensure alignment with partner expectations., • Track and reconcile return inventory data received from Amazon, Walmart, and wireless carriers using Excel spreadsheets., • Maintain accurate daily, weekly, and monthly reports to reflect current return statuses, discrepancies, and open dispute cases., • Work directly with return and repair centers to validate physical returns vs reported returns, ensuring alignment between partners and internal records., • Identify, log, and manage disputes related to short returns, incorrect shipments, missing serial numbers, and other return irregularities., • Monitor aging inventory reports, investigate non-moving stock, and escalate as needed., • Validate data across carrier/retailer portals and internal logs for consistency., • Collaborate with internal teams including logistics, customer care, and finance to resolve discrepancies and close disputes efficiently., • Provide operational support to the Repair Center for Open Market and End User Repair programs, ensuring timely and effective issue resolution., • Investigate and reconcile discrepancies in returned units at the Repair Center, including filing disputes with customers when necessary., • Track and manage inventory received at the Return Center, ensuring accurate processing and system entry within the inventory management platform., • Develop and distribute service bulletins and technical tips to assist support teams in addressing known issues and improving customer satisfaction and resolutions., • Monitor and respond to customer reviews across online platforms, including Bazaarvoice, to address concerns and gather actionable feedback., • Apply inventory management and forecasting to ensure accurate stock control and efficient logistics operations., • Coordinate with quality managers to recruit and distribute FUT devices to selected testers., • Analyze user feedback to identify reported issues during the FUT tests. Qualification/Requirements: • 3-5 years or relevant work experience in the wireless industry (OEM, Carrier, Repair Center, Etc.), • Experience working with Amazon, Walmart, or wireless carrier return processes, • Deep understanding of mobile ecosystems (Android/iOS), wireless networks, and user behavior., • Strong project management and communication skills; ability to work with global teams., • Analytical mindset; experience with qualitative and quantitative feedback analysis., • Expert-level proficiency in Microsoft Excel including VLOOKUP/XLOOKUP, pivot tables, filters, conditional formatting, charts, formulas, and data cleaning., • Strong problem-solving and analytical mindset; attention to detail is a must., • Effective communication skills and ability to coordinate with remote distribution teams., • Comfortable working independently in a fast-paced environment. Working Conditions: • This is an on-site position in Irvine, CA., • Daily/majority of the day: sitting, computer work, keyboarding, typing, wrist flexing/extension, and other repetitive movements., • Daily/consistent: use of professional judgment in alignment with company values and policies., • Frequently: learning new software applications and recalling important processes., • Occasionally: kneeling, standing, reaching, twisting, grasping, and lifting (up to 20 pounds). Benefits: Vacation: Starting at 5 days per year Health & Wellness Days: 10 days per year (prorated based on start date) Paid Holidays: 12 days per year Medical Insurance Dental Insurance Vision Insurance 401(k) Retirement Plan Pension Plan Paid Maternity Leave Job Type: Full-time Salary Range: $55,000 - $70,000 per year