Quality Assurance Specialist

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.

• Respond timely to audit processing reports according to established standards with attention to details, analysis, and documentation trail.
• 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.
• 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. 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.
• Perform other duties and responsibilities, as assigned.

* Education equivalent to a Bachelor's degree or the equivalent in related experience.

* Quality Assurance related work experience demonstrating excellent analytical and reporting skills as well as call center customer service & telephone phone skills.

* Minimum of two years' experience in customer service or sales, with quality assurance experience and analytical reporting, and a minimum of one year of Stericycle experience, or the equivalent in related work experience.

* Demonstrates strong organizational and interpersonal communication skills. Ability to handle complex and demanding situations tactfully when dealing with customers and assist other team members with problem resolutions.

* Ability to analyze and resolve complex problems and exceptions in order to complete final resolution processes.

* Demonstrates solid knowledge of Microsoft Office Suite - specifically Excel & Access Database. Experience with SFDC, , Steriwork, MyStericycle, Manifest Archives, and SteriPoint.

* Demonstrates ability to write clear, concise notations and reports, using correct grammar .

* Demonstrates the ability to type a minimum or 60 wpm.

* Demonstrates general knowledge of quality standards and systems.