Customer Service Quality Auditor

COMPANY DESCRIPTION 

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us! 

POSITION SUMMARY 

This position will support Customer Service by auditing the quality and productivity of the Customer Service team. Other duties will include (but not limited to) creating training materials, conducting training sessions and updating controlled documents/procedures for Customer Service. 

POSITION QUALIFICATIONS 

The specific minimum competencies needed to perform the essential duties of the job include knowledge, skills, abilities, level of education, and experience necessary for successful performance.  These competencies are generally demonstrated through specific service, education, or training. 

Knowledge:  

• Knowledge of Quality Assurance acquired through education, certifications, training or experience.
• Knowledge of ISO 13485, Medical Device Quality Management System Requirements.
• Preferred Customer Service experience or knowledge of Customer Service operations.
• Intermediate to Advanced MS OFFICE experience.
• Ability to work in a fast-paced environment.
• Ability to manage multiple projects/issues simultaneously.

Level of Experience:   

• Minimum 2 years’ experience in a quality assurance position.

Level of Education:   

• Minimum requirement is some college experience. Bachelor degree preferred.

Travel:  

• Less than 10%.
• There may be an occasional requirement for overnight travel for training or visiting other AirLife locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Audit Customer Service performance, through evaluations of transactions including phone calls and orders.
• Create and deliver training to the Customer Service team through various mediums (meetings, reference materials, controlled procedures, videos).
• Organization of training materials with adherence to Quality controlled procedures and document change requests (DCR).
• Update employee scorecards, daily & weekly.
• Work closely with Customer Service Managers to understand and maintain evaluation tools ensuring they accurately reflect current transactions in Customer Service duties.
• Support other Quality Assurance or training activities in Customer Service as assigned.

OTHER RESPONSIBILITIES 

• Focus on achieving our Company mission.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety. 
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.

QUALITY POLICY 

At AirLife, Quality is our promise.  It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements. 

DEIA STATEMENT 
At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.