Overview
Quality Control Analyst I responsible for implementing, monitoring, and reporting Customer Satisfaction processes, reviewing helpdesk work, and supporting training and operational readiness in Customer Care.
What you'll do
- Implement, monitor, and report on the Customer Satisfaction process.
- Review daily helpdesk agent work and report findings to the Quality Control & Process Implementation Manager.
- Oversee basic, ongoing, and study-related training and conduct examinations.
- Conduct helpdesk quality reviews (“QC-Checks”) across phone/screen-records, email, and tickets.
- Perform quality control assessments on request, including shadowing/call monitoring and ticket reviews, plus gap analyses and additional training definition.
- Execute Operational Readiness tasks for new products and services in Customer Care globally.
What you'll need
- Associates degree in electronics or technical school or equivalent experience.
- Knowledge of application, operation, and repair of PC-based medical equipment or related products.
- Fluency in written and spoken English.
- Valid passenger car (PKW) driver’s license.
- Minimum 3 years of service as a Customer Care Helpdesk employee or equivalent experience.
- Expert Excel skills for data analysis and reporting, including macros, SQL queries, VLOOKUP, and Pivot tables/reporting.
- Experience supporting medical equipment, teamwork, independent work, and development of problem solutions.
Details
- Readiness to travel to Clario locations, customers, and business partners on short notice.
- Communicates directly with VP of Global Customer Care, Director of the Helpdesk, and Helpdesk Manager.
- Creates and maintains knowledgebase entries, internal guidelines, training material, and controlled documents (SWIs, SOPs).
- Reports performance KPI and device/service trend changes to the direct manager immediately before informing responsible parties outside Customer Care.
- Creates reports and statistics related to the helpdesk.
- Installs company products at customer sites and performs repair works, maintenance, and training.
- Keeps unit down times as short as possible.
- Maintains confidentiality with respect to clinical trials.
- Compliance with all company and department policies and procedures.
Read the full description and apply on the company’s own careers page.
