Henry Schein One · 6 hours ago
Quality Analyst Subject Matter Expert
United States
Full-time
Remote
Mid Level
$42K/yr - $56K/yr
4+ years exp
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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. By rigorously enforcing these policies, we maintain the integrity of our service quality.
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. This tool proactively monitors emerging trends and customer escalations, enabling us to identify issues before they escalate.
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.
Master Calibrator - 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.
Qualification
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Required
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
Preferred
Leadership experience
Bachelor's degree preferred.
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
Company
Henry Schein One
Henry Schein One is the world's largest dental practice management software company.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Luke Leininger
Vice President, Strategy & Business Development
Mike Hall
VP Customer Success & Technology Sales
Recent News
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