Randstad USA · 1 day ago
Quality Assurance - Customer Technical Specialist
Waukegan, IL
Full-time
Onsite
Mid Level
$34/hr - $38/hrRandstad USA is seeking a Quality Assurance - Customer Technical Specialist to join their QA/Regulatory Affairs department. This role is responsible for ensuring high-quality technical support by monitoring customer interactions and providing feedback for improvement.
ConsultingHuman ResourcesInformation TechnologyRecruiting
Responsibilities
Operate in strict accordance with current cGMP regulations, and the Cardinal Rules of Quality, Delivery, and Safety
Cross-train with the Quality Assurance Specialist (Customer Audits) to ensure departmental redundancy
Interaction Monitoring: Review customer calls and emails to ensure technical accuracy and service quality
Technical Expertise: Troubleshoot complex technical issues, provide in-depth solutions, and document common problems to create a knowledge base
Calibration: Participate in calibration sessions to ensure consistent evaluation standards across the QA team
Evaluation: Compare customer interactions against strict criteria (problem-solving, communication, process adherence)
Data Analysis: Analyze support data (KPIs, trends, CSAT, resolution time) to recommend process changes and improve workflows
Reporting: Generate reports on customer scoring, quality/experience metrics, and performance trends for management
Coaching: Provide constructive feedback to agents based on interaction evaluations
Curriculum Development: Identify training needs and develop materials for both technical skills and soft skills
Leadership: Manage personnel effectively to achieve departmental goals
Qualification
Required
Bachelor of Science (B.S.) degree in a core technical discipline: Chemistry, Engineering, or Computer Science
Demonstrated command of cGMP regulations and the International Council for Harmonization (ICH) Q7 Guideline (preferred)
Documented experience utilizing data-driven process improvement methodologies (e.g., Root Cause Analysis, Lean)
Preferred
Progressive, verifiable Quality Assurance experience within the highly regulated pharmaceutical, biopharmaceutical, or medical device sectors
Professional certification from a recognized body such as ASQ (CQI, CSQE) or an accredited Six Sigma/Lean certification
Proficiency with enterprise-level Quality Management Software (QMS) and advanced data analysis in platforms like MS Excel
Proven capability in curriculum development and coaching/mentoring technical staff on both hard and soft skills
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad USA
Randstad US is a wholly owned subsidiary of Randstad Holding nv, a global provider of human resources solutions.
Founded in 1998
1001-5000 employees
H1B Sponsorship
Randstad USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (754)
2022 (776)
2021 (1143)
2020 (1749)
Funding
Current Stage
Late StageLeadership Team
Lindsay Bennett
Executive Business Partner to CEO, North America
Traci Fiatte
CEO, Professional and Commercial Staffing
Recent News
2025-02-18
PR Newswire
2025-02-06
Company data provided by crunchbase