Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).
When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software.
The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.
The Quality Assurance Analyst, Customer Support is accountable for evaluating the experience between a customer and the support team representatives against predetermined standards of performance. The QA Analyst will be tasked auditing and communicating results with Quality Manager, Senior Manager(s), Customer Service and Senior Director.
Must be detail-oriented, results-driven and focused on meeting the customer’s needs.
Let’s talk about Responsibilities
Maintain Support quality standards
Monitor and review inbound and outbound calls, email, chat and social media responses against the Company’s support quality standards
Identify and address potential customer interaction issues
Provide positive feedback when applicable to acknowledge and reward the behavior
Contribute to the team culture in a positive manner
Be an advocate for the customer and for the team
Be an ally of the support representatives, a partner committed to supporting them and helping them succeed
Contribute to a culture where goals are attainable, and targets are met
Must have a strong understanding of the complex tasks within the support representative job function
Maintain a thorough knowledge of all company policies, especially those that affect call-taking metrics or performance standards
Be a part of a culture that has committed to growth and improvement across all lines of business and within all levels of an organization
Monitor and drive performance of the team
Assist with escalated issues and provide direction
Other tasks and responsibilities as assigned
Occasional travel
Let’s talk about Qualifications and Experience
Minimum 3 years working in SaaS customer service, or call center environment with interactions with customers
Experience in HME, Home health or healthcare industry
Knowledge of customer support best practices
Proven track record of analytical skills
Proven ability to work independently
Ability to work in fast paced, collaborative, customer-focused environment
Possess a passion for customer service and exceeding goals
Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues in a timely manner while mentoring peers
Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
Must be able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
Must have a great attitude, be willing to learn and increasingly strive to improve
Experience working in a remote environment
5+ years working in SaaS customer Service
Bachelor’s degree in business, healthcare, technology, or relevant field
Experience with Salesforce
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
Top Skills
What We Do
ResMed provides medical equipment for treating, diagnosing, and managing sleep-disordered breathing and other respiratory disorders.
