Job Details

Job Summary

The Senior Customer Quality Specialist plays a crucial role in bridging the gap between clinical users of Presource products and our internal teams, including production, quality, operations, engineering, and sales. This position is pivotal in meeting customer needs while aligning with organizational priorities to ensure an outstanding customer experience and continuous enhancement of kit quality.

The Specialist provides valuable customer insights, spearheads quality improvements, and effectively communicates trends and expectations throughout the organization. This role is vital in reinforcing customer trust through Cardinal Health's commitment to exceptional product quality and operational excellence.

Responsibilities

• Analyze and interpret customer complaint data and key account performance trends, transforming findings into actionable insights.

• Take responsibility for customer-related quality metrics, including complaint reduction goals and customer scorecard performance.

• Prepare and deliver quality-focused presentations, complaint analyses, Voice of Customer (VOC) summaries, and performance updates for both internal leadership and external stakeholders.

• Engage in customer audits, business reviews, and supplier quality discussions to advocate for Presource's product and process quality.

• Support successful new product launches, transitions, or manufacturing updates affecting customers, ensuring smooth communication and alignment across teams.

• Stay informed on operational quality activities, product functionality, kit configuration, and process controls that enhance kit performance.

• Work collaboratively with Sales, Operations, Engineering, and Customer Service to improve overall customer satisfaction and maintain consistency in quality responses.

• Ensure timely follow-up with Presource Quality and Operations on corrective and preventive actions that impact customer experience.

• Escalate urgent customer experience issues—such as recurring defects, kit configuration concerns, or component risks—to leadership as necessary.

• Enhance customer perception of quality through proactive communication, technical expertise, and outstanding service.

• Provide coaching and mentorship on quality best practices and customer-centric behaviors.

• Oversee and manage the Presource Quality Customer Support inbox, ensuring timely, accurate, and professional communication.

Qualifications

• Bachelor's degree in a relevant field is preferred.

• A minimum of 2 years of experience in Quality, Customer Quality, Manufacturing, Customer Advocacy, or a related field is preferred.

• Understanding of customer environments and regulatory frameworks, including 21 CFR 820 and ISO 13485.

• Solid grasp of customer-focused strategies and Voice of Customer (VOC) methodologies.

• Proficiency in Excel, data analytics, dashboard creation, and digital tools.

• Demonstrated project management skills, including organization, prioritization, and follow-through.

• Strong influencing, collaboration, and cross-functional partnership abilities.

• Willingness to travel up to 10% as needed.

Anticipated salary range: $68,500 - $88,020

Bonus eligibility: No

Benefits: Cardinal Health offers a comprehensive array of benefits to support health and well-being.

• Medical, dental, and vision insurance

• Paid time off plan

• Health savings account (HSA)

• 401k retirement savings plan

• Access to wages before payday with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Programs promoting a healthy lifestyle

Application window closes: 3/9/26. If you are interested in this opportunity, please submit your application as soon as possible.

The salary range provided is an estimate. Pay at Cardinal Health is influenced by several factors, including a candidate's geographical location, relevant education, experience, skills, and an evaluation of internal pay equity.

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We encourage candidates who are returning to the workforce, people with disabilities, those without a college degree, and veterans to apply.

Cardinal Health fosters an inclusive workplace that recognizes and values diverse perspectives, experiences, and backgrounds. We celebrate the power of our differences in creating better solutions for our customers by ensuring all employees can be their authentic selves every day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status regarding public assistance, genetic status, or any other status protected by federal, state, or local law.

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