About Us
Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.
Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.
Position Purpose
Under general direction, performs quality assurance audits, analysis and reporting. These responsibilities are complex in nature that requires independent judgment and solid work experience for each function. Supports quality audits and document control by conducting audits of department processing, compliance and systems audits. Document control contains tracking of QA document change control, revisions, dates, signatures, etc. as well as finding supporting reference documents. Maintains sound internal customer relationships by handling questions and concerns with speed, accuracy and professionalism. Assists with projects from QA manager and performs the auditing of a variety of processes to report performance accuracy from the customers' experience.
Key Job Activities
- Respond timely to audit processing reports according to established standards with attention to details, analysis, and documentation trail.
- Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience – with the ability to make recommendations beyond authority.
- Performs the compliance review of all batch documentation related to quality assurance audits and evaluations. Including all reporting and record keeping as well as routine environmental testing as required.
- Ability to communicate both written and orally, accurately and effectively across different levels & cultural backgrounds throughout Stericycle.
- Handle more complex customer situations involving multi-site problem resolution and escalations. Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process.
- Mentors new team members. Supports projects required for servicing customers and Stericycle business – quality improvement initiatives.
- Provides feedback to QA manager suggesting methods to increase efficiencies and identify areas of opportunity to improve customer satisfaction.
- Remain proficient and current with customer service skills by answering customer calls.
- Perform other duties and responsibilities, as assigned.
Education
Preferred Education: in Bachelors or Equivalent
Experience (North America)
- Education equivalent to a Bachelor’s degree or the equivalent in related experience.
- Quality Assurance related work experience demonstrating excellent analytical and reporting skills as well as call center customer service & telephone phone skills.
- Minimum of two years’ experience in customer service or sales, with quality assurance experience and analytical reporting, and a minimum of one year of Stericycle experience, or the equivalent in related work experience.
- Demonstrates strong organizational and interpersonal communication skills. Ability to handle complex and demanding situations tactfully when dealing with customers and assist other team members with problem resolutions.
- Ability to analyze and resolve complex problems and exceptions in order to complete final resolution processes.
- Demonstrates solid knowledge of Microsoft Office Suite – specifically Excel & Access Database. Experience with SFDC, , Steriwork, MyStericycle, Manifest Archives, and SteriPoint.
- Demonstrates ability to write clear, concise notations and reports, using correct grammar .
- Demonstrates the ability to type a minimum or 60 wpm.
- Demonstrates general knowledge of quality standards and systems.
Benefits
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
Our Promise
Stericycle is committed to attracting and retaining a diverse workforce, and to valuing unique perspectives and identities. We foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. It fuels our innovation and strengthens our connection to our customers and the communities we serve. We are proud to be an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.
Disclaimer
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.
