Job Description

At Thermo Fisher Scientific team, you’ll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind. The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions. As the world leader in serving science, with the largest investment in R&D in the industry, our colleagues are empowered to realize their full potential as part of a fast-growing, global organization that values passion and unique contributions. Our commitment to our colleagues across the globe is to provide the resources and opportunities they need to make a difference in our world while building a fulfilling career with us.

Location: Biltmore Park, Asheville NC

The Quality Analyst will provide high level of service to internal and external customers with the goal of maintaining meaningful business relationships. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific, and be eager to drive growth.

Day in the Life:

• Adhere to Thermo Fisher Scientific protocols, consistencies, and procedures.

• Ensures that Thermo Fisher’s customer satisfaction objectives are met or exceeded.

• Conduct quality assessment of Call Center Representatives through active call monitoring and evaluation forms.

• Collaborate closely with functional leaders to provide feedback and coaching to Representatives.

• Identify trends and training opportunities to gain efficiencies and achieve superior customer service.

• Develop uniform Quality Assurance Program to ensure consistent performance standards for all Representatives including agent scorecards.

• Support Customer Allegiance program.

• Support LED Customer Advocate managing weekly CAS reviews to conduct root cause analysis on CAS detractors.

• Raise serious performance concerns to management.

• Prepare and analyze quality reports for management review.

• Document and retain quality scores of Representatives.

• Participate in internal audits to meet compliance requirements.

• Coordinate with IT, Global Infrastructure Services (GIS), and CRM Team as needed for system upgrades and/or problem resolution.

• Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.

• Meet all required department and company training goals and expectations.

• Assist in maintaining or creating all group documentation, including work instructions and procedures.

• Facilitate cross-functional Calibration Calls to ensure consistency across organization.

• Additional duties as assigned.

Required Qualifications:

• High school diploma or equivalent required.

• 3-5 years of customer service experience required.

Preferred Qualifications:

• Must have excellent verbal, written and interpersonal communication skills.

• Must be highly organized to ensure goals are met in a timely manner.

• Excellent computer skills required, efficiency in Word and Excel

• Must have a sound understanding product lines, group processes and standard operating procedures.

• Knowledge of Key Performance Indicators and Customer Allegiance Scores (CAS) is expected.

Knowledge, Skills, Abilities

• Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously handle multiple priorities to ensure goals are met in a timely manner.

• Excellent Computer skills required, efficiency in Word and Excel.

• Excellent social skills required; both oral and written.

• Acquire thorough product knowledge and be skilled in the use of computers.

• Must be a great teammate and dedicated to being an active, participating team member.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.