Quality Assurance Specialist

Job Title:        Quality Assurance Specialist                      Department: Quality Assurance

Reports To:    Director of Quality                        Reader Groups: All Notes Users - Domestic Only

Job Purpose: Facilitates cash flow by timely resolution of customer service issues.

Key Responsibilities

• Prepares work to be accomplished

By reviewing Cases

• Determines priority, format and other requirements

By reviewing urgency status of Case requests

By reviewing dollar value of outstanding issues

By reviewing type of request

Researches and resolves customer complaints or service problems

By clarifying the customer's complaint or vendor issue

By collecting and analyzing information such as warehouse counts, proof of deliveries, item and shipment weights, etc.

By determining the cause of the problem

By selecting the best solution.

By expediting corrective action.

By communicating with account managers or other personnel.

• Documents (Department) Historical Records

By updating information to the Cases

By attaching supporting documents to related picking tickets for re-filing.

• Contributes to team effort

By accomplishing related results as needed.

• Performs other duties as necessary

Skills Needed

• Analytical Skills,


• Attentive to Detail,


• Communication Skills,


• Customer/Employee Relations Skills,


• Customer Service Skills,


• General Computer Skills,


• Organizational Skills,


• Problem-Solving Skills

Minimum Educational Requirements

High School Diploma (or GED).

Experience Required

The successful candidate will have 1 to 2 years previous clerical or customer service experience (preferred but not required).

Note:

The purpose of this outlined job description is to focus attention on the most important aspects of the job. It is not intended to be a complete list of every duty and it is therefore to be expected that the day to day performance of the job will frequently include tasks not listed above.

The list of duties for which the job-holder is responsible may be varied or added to at the discretion of your manager.  Any permanent alterations are added to the job description.