What are the responsibilities and job description for the Service Quality Specialist[Data analysis] position at MillenniumSoft Inc?
Position : Service Quality Specialist[Data Analysis]
Location : Sparks, MD
Duration :12 Months Contract
Total Hours/week : 40.00
1st shift Mon. - Fri. 8AM – 4:30PM
Description
Location : Sparks, MD
Duration :12 Months Contract
Total Hours/week : 40.00
1st shift Mon. - Fri. 8AM – 4:30PM
Description
- The Service Quality Specialist Temp in U.S. Technical Services & Support is a key member of the Service Organization and reports to the Quality Support Manager. The role is dedicated to Customer Satisfaction through focused system and product investigations, proactive identification of customer trends, and proper escalation of technical and customer issues. The role also focuses on the Service team complaint documentation for clarity and compliance.
- Additionally, the role is accountable for weekly, monthly and annual compliance reporting at the departmental and individual levels to identify any areas requiring additional training.
- Ensure that all submitted service documents are compliant with service quality documents and procedures.
- Manage CAPAs assigned to US Service & Support and utilizes the tracking system to document their progress through completion and closure.
- Reports information to Service Management on overall compliance, CAPAs, Audit closure and possible improvements.
- Contact service personnel to obtain missing document components discovered during document review.
- Generate compliance reports to be distributed to the Service Management team in order to assess the performance of their teams.
- Generate weekly reports for the Service Organization to help ensure all members of the Service Organization are maintaining their compliance to departmental procedures.
- Follow-up with customers to attain materials required for quality investigation.
- Ensure all returns are received for those service documents that indicate returns are expected.
- Maintain a calibration database of measurement equipment and tools that contains the service orders where the equipment was used.
- Review training forms for accuracy and completeness.
- Verify validity of training documents included on training forms.
- Maintain and update training material curricula for service employees.
- Develop training and conduct program(s) to ensure high level of associate awareness of regulatory and compliance responsibilities.
- Serves as a representative of US Service & Support in department audits and facilitates this process, bringing in the appropriate personnel to discuss their area.
- Uses data to understand where training opportunities are and assists management in addressing these opportunities to assure compliance.
- Reports information to Service Compliance Manager on overall compliance and possible improvements.
- Creates PM Plans as needed.
- Demonstrated leadership, motivational and organizational skills with a proven track record of accomplishments in cross-functional projects/team
- Understanding of Quality Systems and able to quickly learn Client business policies and department policies
- Possesses advanced understanding Microsoft Office programs
- Ability to learn quickly and take on new tasks, as needed
- Initiates and willingly accepts new assignments and successfully completes them.
- Demonstrated effective interpersonal skills; including effective internal and external communications and crisis/conflict resolution skills
- Possesses excellent problem solving skills
- Demonstrated consistent professionalism in customer, cross-team/functional interactions with high concern for customer needs and expectations
- Works well in a team environment
- Bachelor's Degree in Medical Technology or Biological Sciences and/or equivalent experience
- Must have the ability to multi-task and be adaptable to changing business environment(s).
- Proficient PC skills (Microsoft Office package).
- Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
- Effective planning and organizational skills
- Preferred experience with SAP, Trackwise and ServiceMax
- Minimum of 3 year of Data analysis experience
