Quality Analyst Subject Matter Expert

***This position is remote***

Summary  

This role involves maintaining the organization's quality benchmarks through all communication mediums while simultaneously tracking key performance indicators to improve overall quality and customer satisfaction. The core aim of the Quality Assurance Subject Matter Experts is to implement quality assurance measures in a fair, objective, and neutral way. The expertise of the SMEs will be vital in recognizing areas needing improvement, crafting quality assurance strategies, and applying best practices throughout the organization. This role demands a comprehensive knowledge of quality assurance techniques, superior analytical abilities, and the skill to collaborate across teams to nurture a quality-focused culture and continuous enhancement. 

 What you will do 

• Root Cause Analysis and Quality Culture (20%)
  • 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.
• Policy Compliance Assurance (20%)
  • 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.
• Data-Driven Customer Experience Enhancement (20%)
  • Methodically gather, compile, and dissect statistical data using CXOne analytic reporting tools. This data analysis is used to continually enhance the customer experience.
• Dashboard Development and Trend Monitoring (10%)
  • 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.
• Interdepartmental Quality Support (10%)
  • 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.
• Active Team Engagement (5%)
  • 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.
• Efficiency-Boosting Customer Engagement Strategies (5%)
  • Spearhead the identification and recommendation of process improvements geared toward optimizing customer engagement, which, in turn, enhances the efficiency of our agents.
• Process Improvement and SOP Enhancements (5%)
  • Actively seek out opportunities for process enhancement, offering recommendations and updating Standard Operating Procedures (SOPs) to reflect best practices.
• Feedback Manager Management and Improvement (5%)
  • 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.

What you will have

• 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

Nice to have:

• Leadership experience
• Bachelor's degree preferred.

The posted range for this position is $42,000 to $56,000, which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. 

 What will you get as a Henry Schein One Employee?

• A great place to work with fantastic people.  
• A career in the healthcare technology industry, with the ability to grow and realize your full potential. 
• Competitive compensation. 
• An excellent benefits package! 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, and more!
   

Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One leads the industry is because of our products, services and most importantly, our people.

In 2022, Henry Schein One was named one of Best Companies to Work For in Utah. Click here for more information: 2022 Best Companies To Work For | Henry Schein One