Quality Assurance Specialist in Richmond, VA at Owens & Minor, Inc.

Date Posted: 8/2/2018

Job Snapshot

Job Description

POSITION SUMMARY

 

Support the Client Engagement Center (CEC) by defining, monitoring and maintaining strict quality standards for the multiple services provided by the CEC.



ESSENTIAL JOB FUNCTIONS: 

1.       Works with Global Process Leaders to draft quality assurance policies, standards and evaluation criteria across disciplines.

2.       Works with Client Engagement Team (CET) leaders to periodically review and evaluate service quality.

3.       Devises sampling procedures and directions for recording and reporting quality data.

4.       Determines overall CEC service quality by conducting and evaluating various service tests.

5.       Identifies major quality problems and takes corrective action in collaboration with CET leadership and the Global Process Leaders.

6.       Prepares Quality Assurance (QA) reports and shares reports with CEC leadership for use in coaching and evaluation.

7.       Monitors risk management activities and participates in CEC internal audit as required.

8.       Maintains relationship with the telecommunications vendor to ensure appropriate recording and queuing definitions.

9.       Reviews key performance indicators for compliance identifying any quality breakdowns.

SUPPLEMENTAL JOB FUNCTIONS:  

1.       Performs additional duties as directed.



Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  • Bachelor's Degree required
  • Three or more years of process improvement or quality management experience required
  • Three or more years in service oriented role preferred
  • PMI Certification preferred

KNOWLEDGE SKILLS & ABILITIES:

  • Good interpersonal skills
  • Strong verbal and written communication skills
  • Solid planning and organizational skills
  • Ability to work independently and as part of a team
  • Ability to independently seek issue resolution
  • Strong follow-up skills
  • PC/Systems skills & knowledge:  Microsoft Office, SalesForce, Cisco Phone Systems
  • Customer service oriented
  • Ability to overcome objections
  • Strong problem solver and analytical thinking


ADDITIONAL REQUIREMENTS:

  • May need to work various shifts

Not Ready To Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

JOIN OUR TALENT NETWORK