Quality Specialist

Quality Specialist

The Quality Specialist acts as a non-biased quality monitor for our clients and consultants. This role conducts outreach to executives at our top accounts and consultants to audit the level of service Medasource is providing. The Quality Specialist will have an aspect of sales as this individual will identify not only areas of quality improvement at our customers to help protect our market share but also inquire why/how they leverage our competition and discuss upcoming major projects and initiatives. This individual will also be responsible for helping enhance our referrals and build loyalty within our client and consultant base.

Responsibilities:

• Conduct a minimum of 70 client and consultant interviews at active accounts quarterly (30 client; 40 consultant)
• Proactively reach out to clients actively leveraging our services and consultants actively on contract
• Summarize feedback in a written report sent to leadership
• Review major projects, service lines, consultant quality, and internal processes
• Internally collaborate to generate additional prioritized names to capture insights from
• Establish prep calls with Sales to better understand the underlying challenges and nature of relationship
• Give feedback/advice to Sales and Delivery based on conversation
• Relay pertinent feedback to Manager of Quality and appropriate Executive Leaders
• Compile quarterly data and trends for regional directors and Executive leadership
• Quality/ Process Improvement
• Help develop improved content and share process changes with Sales/Delivery teams
• Catalog successes (case studies and testimonials) for Marketing team
• Cross-Functional Collaboration- act as a liaison between various departments to ensure client and consultant challenges are solved
• Cultivate and maintain strong relationships with Sales and Delivery to understand their goals and needs to tailor feedback conversations to support their growth
• Support internal quality surveying and data collection

Minimum Requirements:

• Experience with sales/ customer support/ customer experience-based role
• Ability to work in a high-paced customer centric environment, and drive results
• Problem solving mindset
• Collaborative
• Experience working in Technology or Healthcare would be a plus

EEO STATEMENT

Eight Eleven Group is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristics protected by applicable federal, state, or local laws and ordinances.

Pay Disclaimer: The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.