Quality Analyst, Subject Matter Expert

Summary

Join Henry Schein One as a remote Quality Assurance Subject Matter Expert and play a vital role in maintaining the organization's quality benchmarks across all communication channels. You will conduct root cause analyses, ensure policy compliance, enhance customer experience through data analysis, and develop quality dashboards. This role requires expertise in quality assurance techniques, strong analytical skills, and collaboration across teams. You will contribute to a quality-focused culture and continuous improvement initiatives. The position offers competitive compensation and a comprehensive benefits package.

Requirements

• Typically 4 or more years of related experience
• Typically High School education, vocational training and/or on-the-job training
• Proficiency in utilizing quality software tools designed for quality management and assurance
• Ability to collate and analyze data related to customer service quality and translate it into reports
• Ability to design, administer, and evaluate customer feedback surveys for understanding and improving the customer experience
• Demonstrates comprehension of organizational priorities and align them with the broader business objectives
• Excellent time management skills and the ability to prioritize work
• Identify and recommend continuous improvement opportunities
• Very good attention to detail and accuracy
• Analytical thinking
• Capacity to work effectively under pressure
• Oversee small to medium sized projects
• Ability to maintain confidential and highly sensitive information
• Customer service oriented and ability to work with and resolve complex issues
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to work in a team environment, multi-task and manage conflict
• Establish productive working relationships at multiple levels within the organization

Responsibilities

• Rigorously examine and uncover the root cause behind all customer escalation cases and customer surveys
• Identify, understanding, and addressing the underlying causes of issues affecting quality, rather than merely treating the superficial symptoms
• Utilize and refine various RCA methodologies, such as the 5 Whys, Fishbone Diagram, Failure Mode and Effects Analysis (FMEA), and others, tailored to the specific needs of the organization
• Lead in-depth investigations into incidents or defects to identify the root causes of quality issues. This involves collecting and analyzing data, interviewing stakeholders, and observing processes to gather comprehensive insights
• Recommend and help implement corrective actions that address the root causes identified during the analysis. This may involve changes to processes, products, or services to prevent recurrence of the issues
• Track the effectiveness of implemented solutions over time to ensure that they have effectively addressed the root causes. Report findings, progress, and any adjustments needed to senior management and relevant stakeholders
• Provide training and raise awareness about RCA techniques and the importance of addressing root causes within the organization to foster a proactive and preventative quality culture
• Oversee and ensure unwavering adherence to the company's customer service quality policies
• Craft clear, comprehensive, and enforceable policies that are in line with the organizations objectives and regulatory requirements
• Establishing mechanisms for reporting non compliance and potential issues
• Methodically gather, compile, and dissect statistical data using CXOne analytic reporting tools. This data analysis is used to continually enhance the customer experience
• Spearhead improvements by crafting and maintaining comprehensive quality dashboards
• Extend the reach of quality support to other departments, including NLH, Enterprise, Specialty, and more, ensuring that the culture of quality is consistently upheld across the organization
• Facilitate Calibration Sessions, Ensure Consistency, Discrepancy Resolution, Trend Analysis
• Play an active role in team meetings focused on the discussion of customer service trends, feedback from escalations, and the execution of strategies to enhance quality management efforts
• Spearhead the identification and recommendation of process improvements geared toward optimizing customer engagement, which, in turn, enhances the efficiency of our agents
• Actively seek out opportunities for process enhancement, offering recommendations and updating Standard Operating Procedures (SOPs) to reflect best practices
• Efficiently manage, report on, and drive the implementation of improvements in response to Feedback Manager results, contributing to our ongoing journey of enhancing customer service quality

Preferred Qualifications

• Leadership experience
• Bachelor's degree

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Income Protection
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities
• Competitive compensation
• Remote work