Quality Monitoring Specialist (On-Site)

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Job Title:     Quality Monitoring Specialist – Customer Experience

Department:  Quality and Customer Experience

Manager:   Manager, Quality and Customer Experience

Position Overview:

The Quality Monitoring Specialist will review documented cases and listen to recorded calls to ensure each interaction meets quality compliance standards, technical accuracy, and conformity to company policies and procedures for Insulet’s internal and external Product Support Team.  This individual will provide Quality feedback to Product Support Managers to assist in coaching and development of the Associates.

Responsibilities:

• Preform all aspects of call and documentation monitoring through a call recording system and applications; score calls according to Insulet standards.
• Complete case updates for Product Support should corrections be identified during monitoring based on Insulet procedures, ensuring quality and efficiency.
• Utilize a computer-based application to accurately document monitoring results to support analysis of insights, and opportunities.
• Support Product Support Associates support through nesting and transition, ensure a smooth transition to Production.
• Participates in calibration sessions with Quality Manager and Product Support Management to ensure consistency in scoring and coaching.
• Suggest process improvements or enhancements to client monitoring programs, or internal processes and procedures.
• Provide monitoring and evaluation feedback to Product Support Management teams.
• Coordinate with Quality Manager and Learning and Development to provide feedback of training opportunities identified through quality analysis.
• Demonstrates commitment to company culture and the call center’s ability to deliver on the brand promise.
• Performs other duties as required

Preferred Skills and Competencies:       

• High School or Associate degree Required
• 2+ years of Contact Center experience, with Quality Monitoring experience preferred.
• Experience with data management, record keeping, and trouble shooting in the Medical Device field, or other transferable experience related to organization, technical aptitude and data management.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be able to work independently while contributing to the goals of the team.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Bi-lingual a plus.

Physical Requirements (if applicable):  

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a calculator and computer keyboard.
• Lightweight lifting may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position may require occasional travel.

NOTE:

Location: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite