Customer Service Quality and Training Manager

2 weeks ago

Austin, Texas, United States Quanterix Full time
Job Summary

We are seeking a highly motivated and experienced Quality Assurance and Training Specialist to join our Customer Service/Operations team at Quanterix. This role will be responsible for ensuring high-level customer satisfaction and order management.

Key Responsibilities
  • Audit customer service agents' interactions with customers to measure performance against quality standards.
  • Identify key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
  • Investigate customer complaints and non-conformity issues, provide corrective and preventive actions.
  • Detect broken Standard Operating Procedures (SOPs), service scripts, skills gaps, and address/suggest areas of improvement.
  • Record and provide structured feedback and recommendations.
  • Identify training needs and organize training interventions to meet quality standards.
  • Review and process complex internal and external customer orders.
  • Communicate with customers to provide order acknowledgements, order verification, and rescheduling information.
  • Utilize judgment to resolve customer inquiries promptly and professionally.
  • Work with the Commercial and Operations groups to expedite orders when necessary.
  • Identify process changes to improve response time, accuracy, and data reliability.
Requirements
  • Bachelor's Degree in Business Administration or a related field.
  • 5-10 years of Customer Service experience.
  • Competence working in Enterprise Resource Planning (ERP) systems.
  • Competence working in Customer Relationship Management (CRM) systems.
  • Familiarity with customer profiles, invoicing, and revenue recognition policies.
  • High level of computer literacy.
  • Excellent organizational skills.
  • Strong attention to detail.
  • Excellent communication skills, written and oral.
  • Comfortable in a fast-paced environment, capable of managing multiple priorities simultaneously.
  • Excellent problem-solving skills.
  • Customer service-oriented.
  • Self-motivated, able to work independently and with others to follow through on assigned tasks.
Why Quanterix?

Quanterix is a company on a mission to change the way healthcare is provided by giving researchers the ability to closely examine the continuum from health to disease. Our revolutionary technology, Simoa, is helping researchers advance the science of precision health.

We offer a competitive compensation package, including a 401(k) plan with an employer match, health, dental, and vision benefits, and a Flexible Spending Account (FSA). We also offer Life, Disability, and Accidental Death & Dismemberment Insurances, Mental Health Care, and generous Maternity & Paternity leave.

Our core values are Accountability, Teamwork, Trust, and Transparency. We are committed to a Diverse and Inclusive workplace and have a Diversity Program with Executive Sponsorship.

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