Quality & Training Specialist

CooperSurgical; United States; A distancia; USD 42.000 - 64.000; Jornada completa

Descripción de la vacante

CooperVision, a unit of CooperCompanies, is seeking a Customer Service Lead in the United States. This role focuses on delivering exceptional service, coaching team members, and aligning processes with metrics and SOPs.

You will lead training efforts, validate performance, and contribute to quality improvements. Join a leadership team driving customer satisfaction and strategic CS initiatives across the organization.

Responsabilidades

• Ensure an exceptional customer experience across all Customer Service processes and SOPs.
• Train and validate performance against metrics; provide coaching and feedback to CS staff.
• Support and promote customer satisfaction and continuous improvement.
• Provide data-driven insights to identify trends, issues, and process improvements; support system enhancements.
• Contribute as part of the Leadership team and assist CS strategic plans and business projects.

Descripción del empleo

Location: United States

At CooperVision, a business unit of CooperCompanies (Nasdaq: COO), we’re driven by a unified purpose of helping people experience life’s beautiful moments. We are connected through our shared values - dedicated, innovative, friendly, partners, and do the right thing. As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day. Through our diverse lens portfolio, we tackle the toughest vision challenges – including astigmatism, presbyopia, and childhood myopia. We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers. Learn more at .=

• This role is not eligible for employer-sponsored work authorization now or in the future. Applicants must be authorized to work in the United States on a permanent and ongoing basis without the need for future sponsorship (i.e., H1B, STEM OPT extensions, TN, etc.)

Ensure an exceptional customer experience for all processes performed in Customer Service based on performing training, validation of performance against metrics/expectations and providing feedback and coaching to CS department/individuals. Ensure compliance with all business, CS Standard Operating Procedures (SOP’s) and quality expectations. Ensure all processes and services provided by Customer Service are accurate, consistent and customer focused. Support and promote customer satisfaction and continuous improvement. Provide comprehensive data to identify trends, issues, process improvements, system enhancements and to ensure effective training, coaching and feedback. Support Quality & Training efforts in CS. Participate as part of Leadership team, including assist and support CS strategic plans and business projects.