Insulet Corporation

  • Quality Monitoring Audit Specialist - Product Support

    Job Locations US-MA-Acton | US-MA-Acton
    Posted Date 2 months ago(11/29/2018 11:52 AM)
    Quality Assurance / Quality Engineering
  • Position Summary

    The Product Support Audit Specialist is responsible for assessing the quality of the performance of Insulet’s Product Support Associates and Specialists in our contact center.  The Audit Specialist will review documented cases to ensure they meet quality compliance standards, technical accuracy, and conformity to company policies and procedures. This individual will provide feedback to Product Support Managers, Supervisors, and Team Leads to assist in coaching and development of Product Support Associates and Specialists, and work closely with training teams to provide feedback to assist in measuring training effectiveness and identifying training needs.


    • Review calls and cases for documentation accuracy for our Product Support team in our contact center.
    • Provides monitoring and evaluation feedback to Supervisors, Team Leads, and Vendor Operations Manager.
    • Coordinates with training team to ensure that quality evaluations and feedback assist in measuring training effectiveness and highlighting additional training needs.
    • Coordinates with internal teammates and partners to develop and maintain policies and procedures based documentation accuracy performance.
    • Maintains documentation accuracy trend reports based on new hire waves; tracks performance at team and individual level.
    • Provides actionable data to various internal support groups as needed.
    • Prepares and analyzes reports for management staff review.
    • Performs other duties as required.


    Education and Experience

    • 4+ years of Contact Center experience, with Quality Monitoring experience preferred.
    • Experience with data management, record keeping, and trouble shooting in the Medical Device field, or other transferable experience related to organization, technical aptitude and data management.
    • Bachelor’s Degree preferred.
    • Excellent verbal, written and interpersonal communication skills.
    • Outstanding customer service skills and dedication to providing exceptional customer care.
    • Must be self-motivator and self-starter.
    • Focus on quality and customer service.
    • Exceptional listening and analytical skills.
    • Solid time management skills.
    • Must be able to effectively deal with people at all levels inside and outside of the Company.
    • Creative ability & writing proficiency.
    • Ability to multitask and successfully operate in a fast paced, team environment.
    • Must adapt well to change and successfully set and adjust priorities as needed.
    • Must be able to work independently while contributing to the goals of the team.
    • Must be proficient with Microsoft Office (intermediate Word, basic Excel).
    • Bi-lingual a plus.


    Physical Requirements:   

    • Requires sitting and standing associated with a normal office environment.
    • Manual dexterity needed for using a calculator and computer keyboard.
    • Lightweight lifting may be required.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • This position may require occasional travel.




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