Quality Control Analyst I

At Clario, we are committed to delivering exceptional customer experiences and innovative solutions in the healthcare industry. Our Customer Care team in Bangalore plays a crucial role in ensuring our clients receive top-notch support and satisfaction. We are looking for passionate and dedicated individuals to join our dynamic team and contribute to our mission of improving patient outcomes through outstanding customer service.

What we offer

• Competitive compensation + shift allowances

• Attractive benefits (security, flexibility, support and well-being)

• Engaging employee programs

• Technology for hybrid working and great onsite facilities

What you’ll be doing

As a Quality Control Analyst I, you will be responsible for implementing, monitoring, and reporting on the Customer Satisfaction process. You will review the daily work of helpdesk agents and report your findings to the Manager of Quality Control & Process Implementation to enhance helpdesk performance. You will also oversee basic, ongoing, and study-related training, including conducting examinations. In this role, you will communicate directly with the VP of Global Customer Care, the Director of the Helpdesk, and the Helpdesk Manager, and you will create reports and statistics related to the helpdesk.

• Update statistics/reports on a regular basis.

• Executes tasks related to Operational Readiness for new products and services in the Customer Care department globally.

• Conducts ongoing Helpdesk quality reviews "QC-Checks" (phone/screen-records, e-mail, Tickets).

• Conducts Helpdesk agent related Quality Control Assessments on request including shadowing/call-monitoring and ticket reviews, gap analyses, defining of additional trainings, and the reporting of the most common issues back to the responsible direct manager of the agent.

• Readiness to travel to Clario locations, customers, and business partners on short notice to solve problems and/or train Clario products/services.

• Create and maintain knowledgebase entries, internal guidelines, training material, and controlled documents (SWIs,SOPs).

• Oversees Metrics/Trends related to Performance KPIs and/or Devices/Services and reports immediately any trend changes to his/her direct manager prior informing responsible person outside Customer Care.

• Achieve high customer satisfaction and provide outstanding support, business growth, and team building.

• Install company products directly at customer sites as well as repair works, maintenance, and training.

• Keep unit down times as short as possible.

• Act cost-consciously and profit orientated.

• Internalize and promote the company vision.

• Compliance with all company and department policies and procedures and maintains a high standard of confidentiality with respect to clinical trials.

• Strives to achieve a respectful, open dialogue and harmonious working relationship with other members of the team.

• Appreciates each team member’s contributions and values each individual member.

• Seeks input from Supervisor.

• Actively applies feedback received to daily work and strives to improve performance.

• Displays a positive attitude.

• Demonstrates flexibility in daily work.

• Sets high standards of performance for oneself.

What we look for

• Associates degree in electronics or technical school or equivalent experience. Knowledge of application, operation and repair of PC based medical equipment or related products. Fluent in written and spoken English. In possession of valid driver’s license for passenger cars (PKW)

• A minimum of 3 years of service as a Customer Care Helpdesk employee or equivalent experience.

• Support and service for medical equipment, team work, demonstration of self-composure in all customer relations, strong persuasion skills with customers, working independently and effectively in areas of given responsibility, development of efficient problem solutions, business management techniques.

• Safety, company policies, quality, ERP, CRM, office package, and assigned product knowledge.

• Expert Excel skills for both data analysis and reporting required (skilled in macros, SQL queries, VLOOKUP formula development, Pivot Table generation, and Pivot reporting, etc.).

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.