Quality Specialist; Customer Satisfaction

If you've worn a pair of glasses, we've already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses, offering high‑quality vision care products such as Essilor, Varilux, Crizal, Eyezen, Stellest, and Transitions, and iconic brands like Ray‑Ban, Oakley, Persol, and Oliver Peoples. Our network includes Sunglass Hut, Lens Crafters, Target Optical, and leading e‑commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensure that consumers worldwide have access to our products. We manage a global supply chain with cutting‑edge technology, centralizing frame production while utilizing a capillary network for lens finishing and prescription laboratories.

Join our global community of over 200,000 employees driving the transformation of the eyewear and eye‑care industry.

This role serves as a hands‑on quality and operational support partner within the manufacturing lab, focusing on ensuring production accuracy, process compliance, and timely issue resolution. The position supports daily lab operations by monitoring workflow, reviewing quality and production data, identifying and escalating risks, assisting with troubleshooting and root‑cause analysis, and supporting implementation of approved process improvements. The role works closely with production, quality, and leadership teams to maintain operational standards, improve consistency, and support overall lab performance.

• Perform real‑time quality checks, identify defects, and correct quality issues on in‑process orders.
• Investigate breakage, redo jobs, incorrect lenses, and cosmetic/optical defects, and communicate findings to lab leadership for improvement actions.
• Own the resolution of jobs with multiple breakages, ensuring proper documentation and corrective steps.
• Analyze lab‑level reporting (Optifacts, DVI, Spotfire) to identify orders at risk due to quality errors, missing information, or incorrect specifications.
• Tag and elevate trays requiring quality intervention, routing them to the appropriate department for correction.
• Take corrective action on quality‑related delayed jobs, including fixing errors, clarifying missing data, or escalating when needed.
• Support root‑cause analysis on the floor for high breakage and high redo jobs.
• Communicate quality‑driven issues to CS/OE/Sales, providing complete details and ensuring closed‑loop resolution.
• Implement procedures for special care of high‑redo accounts.
• Conduct redo lens inspection and complete pairing for the entire lab.
• Focus account redo improvement for Lab (Box Inspection, support BIG/GIB Audit).
• Own lab redos to ensure resolution.
• Research and share opportunities with CSAT leaders to triage with sales, CS, and lab quality for top accounts.
• Document redo lens inspection and validation, sharing with lab quality.
• Support Expeditors by confirming when production delays are quality‑related rather than workflow‑related.
• Support Customer Quality Ops by supplying defect data, returns insights, and on‑floor operational context for deeper root‑cause analysis.
• Inform Lab Leadership of recurring or systemic quality patterns that require broader corrective action.

• High school education or equivalent preferred.
• Physical ability to walk, stand, stoop, climb, and maintain balance.
• Coordinated use of hands and fingers for grasping, manipulation, and bilateral reach.
• Close vision, color vision, depth perception, and ability to adjust focus.
• Ability to work in a fast‑paced production environment with moderate noise levels.
• Must wear appropriate PPE in the lab.
• Must follow all company and lab policies and procedures.
• Effective communication skills at all levels of the organization.
• Ability to work independently 90 % of the time.
• Ability to prioritize, manage multiple tasks, and use good judgment.
• Computer skills including MS Office and optical testing machinery.

Pay Range: 21.54 – 32.91

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors including geography, experience, qualifications, skills, and local…