Quality Auditing Coordinator
Job Description Summary
Job Description
About BD
Be part of something bigger!
BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
Why Join Us?
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a maker of possible with us!
Purpose
The Quality Auditing Coordinator monitors and measures the quality of inbound Customer Support Centre (CSC) calls, prepares, and presents audit reports for management to identify performance opportunities, creates and distributes CSC Communications, assists with coaching feedback, and facilitates training sessions for agents.
The Quality Auditing Coordinator will be part of a team of curious self-starters and iterative thinkers with growth mindsets and a passion for service and continuous improvement!
Specific Duties, Activities and Responsibilities
Quality Audit Process, Training, and Team Collaboration 85%
CSC Communications and Reporting 10%
Administrative/Other 5%
Service Orientation, Initiative, & Quality
Grasps precise understanding of quality audit objectives and expectations.
Demonstrates effective use of the audit forms and audit delivery email as a communication channel.
Fosters an open dialogue and maintains an approachable manner and treats others fairly and respectfully.
Preserves others’ self-confidence and dignity and shows regard for their opinions when coaching and assisting agents as it relates to the Quality Audit process.
Provides the pertinent context and supporting information agents need to be successful with the quality audit process.
Provides progress updates to leaders and seeks feedback to ensure the quality audit process is meeting the needs of the business.
Ability to adapt the content, tone, and style to suit the agents during new hire training sessions.
Simplifies complex and technical concepts during quality audits.
Supports the Knowledge initiative by directing agents to best practices, policies, and procedures.
Accountable
Sets clear and achievable expectations for high-quality call and case performance applicable to the quality audit process.
Mentors and moderates’ processes, progress, and results related to the quality audit process to ensure best possible outcome for agents and in turn the business and customers.
Promotes continuous understanding of call and case expectations and fosters an environment to encourage agent success with the same.
Addresses quality audit concerns and issues in an open, constructive, professional manner, and encourages others to do the same.
Knows and supports teammates’ work and deliverables. Helps fellow associates who need or ask for support or assistance.
Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner.
Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies.
Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job and leverages SMART goals to monitor performance and development.
Problem Solving / Decision Making
Remains curious and open to the many approaches of call and case handling practices.
Have ability to define unique call and case handling situations into meaningful context and value as it relates to the business and the customer while understanding the agent’s role.
Ensures good decisions are made when identified issues are out of the scope of call and case auditing processes.
Actively pursues auditing calibration with peers when needed.
Raises ambiguous call and case situations for team review and consideration.
Technical
Strong understanding of Technical Support quality auditing methods and practices.
Basic understanding of computer software and hardware.
Ability to follow technical trouble-shooting methodology.
Solid understanding of BD products and how CSC agents support them in our customers' environments.
Understanding of how our products enhance and interact within hospital workflow.
Ability to identify, quantify, and document agent behavioral and performance treads.
Administrative/Other
Adherence to work schedule
Timely completion of any Company or Department required training
Performs other duties as assigned
Contributes as a SME (subject matter expert) when requested
Training (Flexible between virtual and in-office based on regulations)
In-classroom Salesforce training
Genesys Training (peer)
Agent Shadowing
Audit Shadowing (peer)
Audit Calibration (Team)
Basic Product Training
Education:
Bachelor's degree in Computer Science, Business, or 3+ years of equivalent experience required
Experience:
Proven ability of collaboration and execution of crucial conversations and radical candor
Microsoft Office Suite
Salesforce or similar CRM (Customer Relationship Management) application
Technical Support Environment (immediate or peripheral to)
Quality Auditing tools, processes, and methods – Technical Review
Workday or similar human resource management application (preferred, not required)
Familiarity with call recording application like Genesys or Verint (preferred, not required)
Have worked in a Customer Support Center
Physical/Mental Requirements:
Flexible in working hours
Click on apply if this sounds like you!
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
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