Job Details

Quality Assurance Analyst, Customer Support

Brightree is a wholly owned subsidiary of ResMed. When you work at Brightree, it's more than just a job. You'll be part of a team that's driving innovation and leading the way in cloud-based patient management software. The technology allows us to provide the tools for better outcomes but at our heart, we're really about people. We strive to positively impact our customers' businesses and the lives of patients every single day.

The Quality Assurance Analyst, Customer Support is accountable for evaluating the experience between a customer and the support team representatives against predetermined standards of performance. The QA Analyst will be tasked auditing and communicating results with Quality Manager, Senior Manager(s), Customer Service and Senior Director.

Must be detail-oriented, results-driven and focused on meeting the customer's needs.

Responsibilities

• Maintain support quality standards
• Monitor and review inbound and outbound calls, email, chat and social media responses against the companys support quality standards
• Identify and address potential customer interaction issues
• Provide positive feedback when applicable to acknowledge and reward the behavior
• Contribute to the team culture in a positive manner
• Be an advocate for the customer and for the team
• Be an ally of the support representatives, a partner committed to supporting them and helping them succeed
• Contribute to a culture where goals are attainable, and targets are met
• Must have a strong understanding of the complex tasks within the support representative job function
• Maintain a thorough knowledge of all company policies, especially those that affect call-taking metrics or performance standards
• Be a part of a culture that has committed to growth and improvement across all lines of business and within all levels of an organization
• Monitor and drive performance of the team
• Assist with escalated issues and provide direction
• Other tasks and responsibilities as assigned
• Occasional travel

Qualifications and Experience

• Minimum 3 years working in SaaS customer service, or call center environment with interactions with customers
• Experience in HME, home health or healthcare industry
• Knowledge of customer support best practices
• Proven track record of analytical skills
• Proven ability to work independently
• Ability to work in fast paced, collaborative, customer-focused environment
• Possess a passion for customer service and exceeding goals
• Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues in a timely manner while mentoring peers
• Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• Must be able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
• Must have a great attitude, be willing to learn and increasingly strive to improve
• Experience working in a remote environment
• 5+ years working in SaaS customer service
• Bachelors degree in business, healthcare, technology, or relevant field
• Experience with Salesforce

Joining us is more than saying yes to making the world a healthier place. Its discovering a career thats challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.