Quality Specialist

Summary

Join Henry Schein One as a remote Quality Assurance Specialist! You will support quality assurance by reviewing customer interactions and applying established quality standards. Responsibilities include monitoring multiple communication channels, providing coaching and feedback, partnering with BPO and offshore resources, and generating reports analyzing QA data. You will need 4+ years of related experience, high school education or equivalent, and knowledge of various software and systems. A Bachelor's degree is preferred. Henry Schein One offers a competitive compensation package including medical, dental, vision, 401k, paid time off, parental leave, and more.

Requirements

• Have typically 4 or more years of related experience
• Have a High School education, vocational training and/or on-the-job training
• Provide superior customer service and not sacrifice quality in order to meet statistical goals
• Possess basic knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge
• Possess working knowledge of Microsoft Windows 2000, XP, Vista, and future upgrades as they are released
• Possess working knowledge of Microsoft Word, Microsoft Excel as they are used within HSPS and HSPS products
• Possess working knowledge of HSPS Dental Software(s)
• Be able to prioritize, handle stress, and adapt to change
• Possess 2-5 years’ experience in customer quality assurance
• Possess working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)
• Possess strong time management skills and the ability to prioritize work
• Possess very good attention to detail and accuracy
• Be customer service oriented and able to work with and resolve complex issues
• Be able to plan and arrange activities
• Possess excellent interpersonal communication skills
• Possess excellent written and verbal communication skills
• Be able to maintain confidential and highly sensitive information
• Be able to work in a team environment
• Be able to multi-task
• Be able to manage conflict
• Possess capacity to work effectively under pressure
• Possess analytical thinking skills
• Be able to oversee small projects
• Be able to identify and recommend continuous improvement opportunities
• Be able to establish productive working relationships at multiple levels within the organization

Responsibilities

• Monitor and evaluate a high volume multi communication channels to ensure quality standards are met
• Provide coaching, advice, and guidance on quality assurance findings and deliver performance feedback
• Effectively partner with BPO and offshore resources through calibrations
• Understand when confidentiality is needed and communicate with discretion and professionalism
• Execute audits to ensure quality & consistency across all Quality Assurance resources
• Generate reports analyzing trends and insights from QA data. Share recommendations & process improvements that may improve overall customer experience
• Develop and maintain a vertical knowledge of our products
• Communicate process updates/workflows to the guide team and training department
• Work in special projects and perform other duties as required

Preferred Qualifications

Bachelor’s degree

Benefits

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