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Title:  Quality Assurance (Call Center) Specialist

Requisition Id:  1721
Job Function:  Quality
Career Area:  Corporate Jobs
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. 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.

Key Job Activities:

1) Respond timely to audit processing reports according to established standards with attention to details, analysis, and documentation trail. Audit items are received through the automated database systems, mail, or email regarding customer inquiries, All audits review customer communication for quality accuracy performance of communication for Stericycle customer products and services.
- 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 throughout Stericycle.

2) Handle more complex customer situations involving multi-site problem resolution and escalations. Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process.
- Mentors new team members and encourages 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.

3) Performs other related duties as required or requested.

Required Education: in High School or Equivalent
Experience (North America & LATAM):
Required Years of Experience: 0-2
Certifications and/or Licenses:

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. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Nearest Major Market: Chicago