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Quality Assurance


Call Center and Customer Service

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Branch Information

Indianapolis, IN - Greenwood - (USA) 8311 US 31 South IN Indianapolis , IN - 46227 Phone : 317-887-0933



Job Description

We are currently seeking a Quality Assurance Specialist who under general direction, performs quality assurance audits, analysis and reporting for Customer Service & Sales departments. 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.

Essential Duties & Responsibilities:

Respond timely to audit processing reports according to established standards with attention to details, analysis, documentation trail, received through the automated database systems, mail, or email regarding inquiries on invoices, payments, and collections as outlined by the Quality Assurance Manager, reviewing and reporting quality accuracy performance of communication of Stericycle products and services to customers.

* 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.

Handle more complex customer situations involving multi-site problem resolution and escalations. Perform necessary research and work cross functionally to identify and suggestion process improvements for problem resolution as observed via audit process.

* Mentors new team members and encourages sharing among the QA team functions. 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.