Stericycle Call Center Quality Assurance Specialist in Northbrook, Illinois
Call Center Quality Assurance Specialist
Job ID #:29839
Education Required:HS Diploma/GED
Experience Required:3 - 5 Years
Functional Area:Customer Experience
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We are currently seeking a Quality Assurance Specialist who under general direction, performs quality assurance audits, analysis and reporting for Customer Service & Sales departments. These responsibilities are complex in nature that requires independent judgment and solid work experience for each function. Supports quality audits and document con-trol by conducting audits of department processing, compliance and systems audits. Document control contains tracking of QA document change control, revisions, dates, signatures, etc. as well as finding supporting reference documents. Maintains sound internal customer relationships by handling questions and concerns with speed, accuracy and professionalism. Assists with projects from QA manager and performs the auditing of a variety of processes to report performance accuracy from the customers’ experience. Essential Duties & Responsibilities: Respond timely to audit processing reports according to established standards with attention to details, analysis, documentation trail, received through the automated database systems, mail, or email regarding inquiries on invoices, payments, and collections as outlined by the Quality Assurance Manager, reviewing and reporting quality accuracy performance of communication of Stericycle products and services to customers.• Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience – with the ability to make recommendations beyond authority.• Performs the compliance review of all batch documentation related to quality assurance audits and evaluations. Including all reporting and record keeping as well as routine environmental testing as required.• Ability to communicate both written and orally, accurately and effectively across different levels & cultural backgrounds. Handle more complex customer situations involving multi-site problem resolution and escalations. Perform necessary research and work cross functionally to identify and suggestion process improvements for problem resolution as observed via audit process.• Mentors new team members and encourgaes sharing among the QA team functions.Supports projects required for servicing customers and Stericycle business – quality improvement initiatives..• Provides feedback to QA manager suggesting methods to increase efficiencies and identify areas of opportunity to improve customer satisfaction.• Remain proficient and current with customer service skills by answering customer calls. Performs other related duties as required or requested.
Education & Experience:• Education equivalent to graduation from high school with some college, plus the equivalent in Quality Assurance related work experience demonstrating excellent analytical and reporting skills as well as call center customer service & telephone phone skills.• Minimum of three years of work experience, preferably in a quality assurance, customer service plus analytical reporting environment, or the equivalent in related work experience.• Demonstrates strong organizational and interpersonal communication skills. Ability to handle complex and demanding situations tactfully when dealing with customers and assist other team members with problem resolutions.• Ability to analyze and resolve complex problems and exceptions in order to complete final resolution processes.• Demonstrates solid knowledge of Microsoft Office Suite – specifically Excel & Access Database. Experience with SFDC, , Steriwork, MyStericycle, Manifest Archives, and SteriPoint.• Demonstrates the ability to type a minimum or 60 wpm.• Demonstrates general knowledge of quality standards and systems.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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Stericycle is an EEO Affirmative Action Employer. It is the policy of Stericycle to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law.