.Quality Monitoring Specialist (On - Site)Apply locations Guadalajara, JaliscoTime type: Full timePosted on: Posted 30+ Days AgoJob Requisition ID: REQ-2024-7701Insulet 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.We are looking for highly motivated, performance-driven individuals to be a part of our expanding team.
We do this by hiring amazing people guided by shared values who exceed customer expectations.
Our continued success depends on it!Job Title: Quality Monitoring Specialist – Customer ExperienceDepartment: Quality and Customer ExperienceManager: Manager, Quality and Customer ExperiencePosition 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:Perform 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 through nesting and transition, ensuring a smooth transition to Production.Participate 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 on training opportunities identified through quality analysis.Demonstrate commitment to company culture and the call center's ability to deliver on the brand promise.Perform 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 troubleshooting in the Medical Device field, or other transferable experience related to organization, technical aptitude, and data management.Excellent verbal, written, and interpersonal communication skills