Quality Control Analyst I

US Biomedical Systems India Pvt Ltd.; Bengaluru; On-site; INR 450,000 - 700,000; Full time

Job summary

Clario seeks a Quality Control Analyst I to supervise the Customer Satisfaction process across the global Helpdesk. You will review day-to-day helpdesk activity, generate reports and ensure performance improvements, while creating training materials and knowledgebase articles.

You will lead QC assessments (phone, email, tickets), conduct training, and coordinate with senior managers to boost customer satisfaction. Travel may be required to Clario locations and customers.

Qualifications

• Associates degree in electronics or technical school or equivalent experience.
• Knowledge of PC-based medical equipment or related products is desirable.
• Fluent in written and spoken English.

Responsibilities

• Implement, monitor and report on the Customer Satisfaction process for the global Helpdesk.
• Review daily helpdesk agent performance and report findings to the Manager of Quality Control & Process Implementation.
• Create and maintain reports, statistics and knowledgebase entries; support readiness for new products/services.
• Conduct QC checks on calls, emails and tickets; shadowing and training as needed.
• Travel to Clario locations and partner sites on short notice to solve problems and train staff.

Skills

Excel advanced

SQL queries

Pivot Tables

Data analysis

English communication

Problem solving

Education

Associate degree or technical training

Tools

ERP

CRM

Office package

Job description

What we’ll be doing

As a Quality Control Analyst I, you will be responsible for implementing, monitoring, and reporting on the Customer Satisfaction process. You will review the daily work of helpdesk agents and report your findings to the Manager of Quality Control & Process Implementation to enhance helpdesk performance. You will also oversee basic, ongoing, and study-related training, including conducting examinations. In this role, you will communicate directly with the VP of Global Customer Care, the Director of the Helpdesk, and the Helpdesk Manager, and you will create reports and statistics related to the helpdesk. Update statistics/reports on a regular basis. Executes tasks related to Operational Readiness for new products and services in the Customer Care department globally. Conducts ongoing Helpdesk quality reviews "QC-Checks" (phone/screen-records, e-mail, Tickets). Conducts Helpdesk agent related Quality Control Assessments on request including shadowing/call-monitoring and ticket reviews, gap analyses, defining of additional trainings, and the reporting of the most common issues back to the responsible direct manager of the agent. Readiness to travel to Clario locations, customers, and business partners on short notice to solve problems and/or train Clario products/services. Create and maintain knowledgebase entries, internal guidelines, training material, and controlled documents (SWIs,SOPs). Oversees Metrics/Trends related to Performance KPIs and/or Devices/Services and reports immediately any trend changes to his/her direct manager prior informing responsible person outside Customer Care. Achieve high customer satisfaction and provide outstanding support, business growth, and team building. Install company products directly at customer sites as well as repair works, maintenance, and training. Keep unit down times as short as possible. Act cost-consciously and profit orientated. Internalize and promote the company vision. Compliance with all company and department policies and procedures and maintains a high standard of confidentiality with respect to clinical trials. Strives to achieve a respectful, open dialogue and harmonious working relationship with other members of the team. Appreciates each team member’s contributions and values each individual member. Seeks input from Supervisor. Actively applies feedback received to daily work and strives to improve performance. Displays a positive attitude. Demonstrates flexibility in daily work. Sets high standards of performance for oneself.

What we look for

Associates degree in electronics or technical school or equivalent experience. Knowledge of application, operation and repair of PC based medical equipment or related products. Fluent in written and spoken English. In possession of valid driver’s license for passenger cars (PKW) A minimum of 3 years of service as a Customer Care Helpdesk employee or equivalent experience. Support and service for medical equipment, team work, demonstration of self-composure in all customer relations, strong persuasion skills with customers, working independently and effectively in areas of given responsibility, development of efficient problem solutions, business management techniques. Safety, company policies, quality, ERP, CRM, office package, and assigned product knowledge. Expert Excel skills for both data analysis and reporting required (skilled in macros, SQL queries, VLOOKUP formula development, Pivot Table generation, and Pivot reporting, etc.).

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials. Clario Privacy Policy Clario is a leading provider of endpoint data solutions to the clinical trials industry, generating high-quality clinical evidence for life sciences companies. We offer comprehensive evidence generation solutions that combine medical imaging, eCOA, precision motion, cardiac solutions and respiratory endpoints. For more than 50 years, Clario has delivered deep scientific expertise and broad endpoint technologies to help transform lives around the world. Our endpoint data solutions have supported over 30,000 clinical trials in more than 100 countries. Our global team of science, technology, and operational experts have supported over 70% of all FDA drug approvals since 2015.