Loan Support Analyst handling Commercial Loan documents based in Pittsburgh, PA, or Dallas, TX, or Cincinnati, OH. Reviewing and ensuring all required documents are received and accurately executed.
About the role
- Provide technical support to customers regarding quality-related issues in collaboration with the support team.
- Address inquiries, complaints, and feedback promptly and professionally.
- Investigate and resolve quality issues reported by customers or identified during inspections.
- Conduct root cause analysis and implement corrective actions to prevent recurrence.
- Maintain detailed records of quality issues, investigations, and resolutions.
- Prepare reports and documentation for internal and external stakeholders.
- Work closely with cross-functional teams, including Production, Engineering, Service, Support, Sales, Product Management, Product Development, and Customer Service, to address quality concerns and improve product quality.
- Identify opportunities for process improvements and implement changes to enhance product quality and customer satisfaction.
- Provide training and support to customers and internal teams on quality standards, complaint management, and procedures.
- Gather and analyze customer feedback to identify trends and areas for improvement in product quality and service delivery.
- Prepare and present quality reports to management, highlighting key issues, resolutions, and improvement strategies.
- Engage directly with customers to clarify queries, align requirements, and ensure timely resolution of issues.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related technical discipline.
- Minimum 3–5 years in software support, complaint management, or quality-related roles, preferably in a regulated industry.
- Hands-on experience with Azure DevOps (or similar tools) for issue tracking and reporting.
- Strong background in software complaint management processes.
- Proficiency in root cause analysis, conflict analysis, and CAPA implementation.
- Basic knowledge of SQL, scripting, or programming for troubleshooting and data analysis.
- Familiarity with GMP, 21 CFR Part 11, and ISO quality standards (awareness level sufficient).
- Strong experience in managing customer queries, complaints, and escalations.
- Excellent communication and presentation skills, both written and verbal.
- Analytical and detail-oriented with a problem-solving mindset.
- Adaptable and proactive in managing multiple priorities.
- Customer-first approach with strong interpersonal skills.
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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