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Quality Assurance Coordinator

2 months ago

Detroit Lakes, Minnesota, United States Lakeshirts Full time
Position Overview

Customer Satisfaction is a Mindset, Not Just a Function.

THE ROLE:

We are seeking an individual who embodies this principle and is eager to contribute to our mission of delivering exceptional service to our clients. If you thrive in high-pressure situations, adeptly manage conflicts, and consistently achieve positive outcomes while maintaining composure, this role may be ideal for you. The Quality Assurance Coordinator will oversee the entire Quality Process for Customer Service while also fulfilling their responsibilities as a Representative Coordinator. This position will collaborate closely with clients, representatives, and internal teams to uphold and communicate quality benchmarks across Customer Service and the organization.

Work Schedule: Monday to Friday, 9 AM to 5 PM

Remote Work Options: This position allows for both onsite and remote work. Candidates residing in specific states will be eligible for remote work arrangements.

Daily Responsibilities:

  • Provide daily support for your designated sales representatives and uphold service standards.
  • Manage all pending orders directly with clients.
  • Collaborate with management and training teams to address quality-related inquiries and concerns.
    • Coordinate with the production team to ensure customer requirements are fulfilled.
    • Communicate urgent departmental needs or highlight upcoming orders with special considerations.
    • Work alongside other team leads to maintain quality standards and relay updates to the team promptly.
  • Ensure that service level agreements for quality are met by the team and associated departments.
  • Engage with representatives, clients, and colleagues through various communication channels in a professional manner.
  • Conduct regular quality assessments with the Customer Service team and report performance metrics to management.
  • Identify and address inconsistencies in quality processes and communicate these to management.
  • Collaborate with the Customer Service Manager to resolve team member concerns and performance issues related to quality.
  • Own and maintain the Quality Process for Customer Service.
  • Periodically review quality processes to enhance efficiency and effectiveness.
  • Analyze data to identify trends and areas for improvement, ensuring effective use of Salesforce as a tool.
  • Implement quality change management activities, including training and process enhancements.
  • Collaborate with other departments as necessary to optimize the quality process.
  • Adapt strategies based on success metrics to continuously improve effectiveness.

Qualifications:

  • Preferred degree in Business, Sales, Marketing, or a related field.
  • Demonstrated experience in sales tools development, marketing, database management, or a related role.
  • Strong project management and organizational skills.
  • Excellent communication and interpersonal abilities, with a focus on understanding client needs.
  • Proven ability to take initiative and work independently.
  • Ability to collaborate effectively in a dynamic environment.
  • Experience with technology tools such as PowerPoint, Excel, and CRM systems (preferably Salesforce).
  • Ability to view materials from a customer perspective to effectively market and sell.
  • Open to change and committed to continuous improvement.
  • Appreciation for a pet-friendly workplace.
  • Enthusiasm for apparel and novelty items.

Remote Work Requirements:

To successfully perform your duties, remote team members must have a reliable internet connection that meets the following minimum specifications:

  • Download Speed: Minimum of 100 Mbps recommended for optimal performance.
  • Upload Speed: Minimum of 20 Mbps recommended for smooth communication and collaboration.

It is essential that your internet connection is primarily dedicated to work-related tasks during business hours.

Additional Remote Responsibilities:

  • Must have both Cable and DSL internet options.
  • Must provide personal equipment, including monitors and accessories.
  • Having dual monitors is recommended for efficiency.
  • Note that Chromebooks are not compatible with our systems.

OUR CULTURE: We take pride in our unique, non-corporate atmosphere. We are committed to fostering a workplace that values hard work and dedication. Lakeshirts | Blue 84 is a leading privately-owned screen-printing manufacturer in the United States, producing a wide range of garments for various markets. We employ a large team and are dedicated to creating a fulfilling work environment. Our job descriptions serve as a guide to help you understand your role in our success.

Cognitive and Physical Requirements: Employees must possess the ability to see, hear, read, and write. The role requires adaptability, analytical skills, decision-making, and the ability to manage multiple priorities.

Physical Demands: The position may require occasional lifting, standing, and carrying of light to moderate weights, as well as frequent walking and reaching.

Note: This job description is not exhaustive and may be subject to change based on the needs of the business.