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Customer QA Coordinator

Customer QA Coordinator

McCracken Bag & Label Co.Chicago, IL, US
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Job Description

Job Description

Description :

At McCracken Bag & Label, we specialize in high-performance printing for pharmacy labels, commercial product labels, and custom bags. In our industry, quality isn’t just important it’s essential. Our customers rely on our precision and consistency, and we take that responsibility seriously.

As we continue to grow, we’re looking for a detail-oriented Customer QA Coordinator to join our team and help us maintain the high standards we’re known for.

If you're organized, eager to learn, and take pride in getting the details right, this role could be the start of a rewarding long-term career in quality assurance.

About the Role :

As our Customer QA Coordinator, you’ll play a vital part in supporting the team. You’ll track product complaints, monitor quality issues, maintain accurate records, and ensure prompt, professional communication with our customers.

This role involves close collaboration with Management, Customer Service, Shipping, and Production to make sure every issue is properly documented, investigated, and resolved.

Key Responsibilities :

Complaint & Return Tracking

You're the first line of defense when a quality issue arises. You'll ensure every customer complaint is accurately captured, investigated, and tracked :

  • Record customer complaints in our ERP system as Non-Conformance Reports (RA cases), ensuring all key details are included
  • Maintain our QA tracking spreadsheet with up-to-date status and notes for each case
  • Research and retrieve job-specific information in our ERP system (e.g., materials used, order quantity, production dates, and order value)
  • Request product photos from customers or retrieve physical samples when needed
  • Locate and review product retainers from past production runs for comparison and analysis

Communication & Follow-Up

  • Follow up with customers daily on open cases to provide updates, set expectations, and collect missing details
  • Draft and send professional communications outlining case progress or resolutions
  • Coordinate with internal teams (CSR, Production, Shipping) to gather additional context and keep them informed
  • Support the resolution process by documenting findings, recommending corrective actions, and helping facilitate credits, remakes, or discounts when appropriate

    • Returns & Sample Handling

    Proper handling of returned goods and retained samples ensures we can investigate thoroughly and meet audit standards :

  • Work with the Shipping department to receive returned products, inspect them for defects, and document findings
  • Label, organize, and store returned samples and production retainers in a logical and accessible manner
  • Maintain clean, orderly sample storage areas to support traceability and compliance
  • Assist with the preparation of materials and documentation for audits, internal reviews, or customer quality meetings

    • Requirements :

  • 1 or more years of experience in quality assurance or quality control, ideally in printing, retail, or packaging
  • Strong attention to detail and excellent organizational skills
  • Commitment to accuracy and qualit
  • Good written communication (you’ll be sending customer updates and internal reports
  • Comfortable using Microsoft Excel, email, and internal systems (training provided)
  • A positive, proactive attitude always willing to follow up and dig in
  • Nice to Have (Not Required) : Experience with Radius ERP or previous work in printing / packaging

    • What We Offer :

    We believe in taking care of our team so they can take care of our customers. Here are just a few of the benefits we provide :

  • Competitive hourly wage or salary
  • 401(k) with company match
  • Medical, dental, and vision insurance
  • Accident and Cancer Insurance
  • Company-paid life insurance
  • Annual performance-based bonus share
  • Paid time off (PTO) and Personal time off (UPER)
  • Opportunities for growth and career development
  • A friendly, team-focused work environment

    • If you're ready to start a rewarding career in Quality Assurance and play a key part in delivering accuracy and consistency to customers we’d love to meet you.

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