Remote- Contact Center Quality Assurance Specialist
: Job Details :

Title: Remote- Contact Center Quality Assurance Specialist Requisition Id: 20692 Job Function: Quality About Us:At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health. Our innovative solutions make a difference in people's lives, communities, and our planet by protecting their health and well-being. Change your career. Change your world. Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.Position Purpose:Under general direction, performs quality assurance audits, analysis, and reporting. These responsibilities are complex in nature that requires independent judgment and solid work experience for each function. Supports quality audits and document control by conducting audits of department processing, compliance, and systems audits. 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.Key Job Activities:Respond timely to audit processing reports according to established standards with attention to details, analysis, and documentation trail.Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience.Perform the compliance review of all batch documentation related to quality assurance audits and evaluations.Communicate both written and orally, accurately and effectively across different levels & cultural backgrounds throughout Stericycle.Handle more complex customer situations involving multi-site problem resolution and escalations.Mentor new team members and support projects required for servicing customers and Stericycle business.Provide 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.Perform other duties and responsibilities, as assigned.Education:Preferred Education: in Bachelors or EquivalentEducation equivalent to a Bachelor's degree or the equivalent in related experience.Quality Assurance related work experience demonstrating excellent analytical and reporting skills as well as call center customer service & telephone skills.Minimum of two years' experience in customer service or sales, with quality assurance experience and analytical reporting, and a minimum of one year of Stericycle experience, or the equivalent in related work experience.Demonstrates strong organizational and interpersonal communication skills.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.Demonstrates ability to write clear, concise notations and reports, using correct grammar.Demonstrates the ability to type a minimum of 60 wpm.Demonstrates general knowledge of quality standards and systems.Benefits:Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan.Disclaimer:The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise.#J-18808-Ljbffr