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Contact Center Quality Analyst

Company: KARL STORZ Endoscopy - America
Location: El Segundo
Posted on: October 13, 2021

Job Description:

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 11975

Pay Grade: TBD


KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

KARL STORZ is currently seeking a Contact Center Quality Analyst who will be responsible for monthly audits that measure level of service provided to customers; providing assistance to the Customer Support Department staff in the CS Help Desk queue and email; providing mentoring/ coaching and general/technical assistance to staff; supporting new hire and continuous improvement training and documentation; and maintaining quality compliance and accomplishing quality assurance objectives.

This position can be based at our Auburn, MA location or El Segundo, CA location.

Key Responsibilities

Key responsibilities will include, but may not be limited to:

  • Maintains quality compliance; accomplishes quality assurance objectives; establishes quality/training goals and requirements.
  • Provides mentorship for Customer Support staff emphasizing on quality and usage of resources available in Customer Support.
  • Monitor and evaluate orders to ensure expected level of quality and service is being delivered and to identify trends or training needs. Tracks the results, corrective actions and trending. May require collaboration with Customer Support Supervisor to address any trends with the team member.
  • May lead or assist in monthly order quality calibration to ensure that the Quality Team is consistent.
  • Assists in managing the Department's Help Desk Queue and Mailbox. May respond to voicemails and emails throughout the day answering questions from the staff and conducting research as necessary.
  • Provides general assistance to Customer Support staff who have questions or problems pertaining to account and order management. Conducts situational research and root cause analysis for problem resolution.
  • Stays current on resources, promotions, procedures, policies, product updates and system changes.
  • Supports new hire and continuous improvement trainings by facilitating and update documentation of any changes.
  • Provides secondary support on the customer queue to handle inquiries.

Key Requirements

Our successful candidate will have excellent written and spoken English language business communication skills. They will also have demonstrated success working in a collaborative, service-oriented team environment.

Additional requirements include, but are not limited to:
  • A minimum education level of a High School Diploma; Bachelor's Degree is preferred.
  • 2 to 4 years of experience in quality monitoring is preferred.
  • Possess exceptional organizational skills. The ability to multi-task and to prioritize work.
  • Strong presentation skills and the ability to interact with all levels of management.
  • Excellent problem solving skills.
  • Good business communication and writing skills.
  • Ability to consistently handle all customers (internal and external) in a professional, courteous manner. The ability to read, interpret and understand process and procedure documents.
  • Must be proficient in Microsoft Office.
  • Physical Requirements: Light, occasional physical effort
  • Available for up to10% travel during the year


Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.

Employee Benefits Program Overview for U.S. Locations
  • Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*
  • 3 weeks' vacation, 10 holidays plus paid sick time*
  • 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution
  • Section 125 Flexible Spending Accounts
  • Life, STD, LTD & LTC Insurance
  • Tuition reimbursement of up to $5,250 per year
  • Fitness reimbursement up to $200 annually
  • Employee referral program of up to $2,000 per hire
  • And much more!

*Field sales, internships and part-time employees are not eligible except for where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.

KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.

Equal Employment Opportunity & Reasonable Accommodation Statement
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at TaleoAdministrator@karlstorz.com.

Notice to Employment Agencies
This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.

Keywords: KARL STORZ Endoscopy - America, Los Angeles , Contact Center Quality Analyst, Other , El Segundo, California

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