Hybrid Quality Assurance Specialist, Client Services at Baylor Genetics

We are looking for a Quality Assurance Specialist to join our Client Services team. We are seeking team members who are passionate about coaching people and helping them to continually improve in a fast paced, evolving environment. You believe that with the right tools, training and guidance, anyone can achieve a high level of performance.

Qualifications:

Education:

· Bachelor’s degree in scientific field preferred

Experience & Skills:

· Experience coaching team members and managing team performance

· Experience working with a geographically distributed service team

· Experience working in a client-facing, customer service role with a “white glove service” mentality

· Can problem-solve and exercise critical thinking in a dynamic and rapidly changing environment

· Lean Six Sigma certification or experience preferred

· Experience using Windows, Microsoft Office, and CRM applications such as Salesforce Lightning, MediaLab, and JIRA/Confluence preferred

Key Responsibilities:

· Work closely with the Client Services team, reviewing day-to-day work including phone calls, emails, and Salesforce communication

· Assist Training and Client Services leadership with implementing new tools to maximize efficiency

· Provide one-on-one coaching and feedback to teammates

· Be well-versed in Baylor Genetics products, processes and policies and demonstrate strong knowledge of our customer service tools and frameworks to improve customer service

· Develop and execute performance appraisals for client services teammates, ensuring customer interactions are completed accurately (utilizing established policies and procedures) to maximize efficiencies, minimize customer delays, and to drive strong customer satisfaction

· Ensure consistency in the delivery and application of training standards

· Conduct needs assessments, track trends, and partner with stakeholders to identify process improvements and training and coaching opportunities

· Identify opportunities for improvement and enhancement at both the individual contributor level as well as the process (Standard Operating Procedure) and systems level

Who you are:

● Exceptional oral and written communication skills

● Thrives on problem-solving and exercising critical thinking

● Self-starter - will be able to study systems and practice to be successful while onboarding and can hit the ground running quickly

● An expert at time management - someone that values theirs and other people’s time and can assess their own workflow and find better ways of efficiency

● Collaborative - someone who is great at working with service stakeholders and collaborating on information, training and/or improvements to SOPs

● Urgent - the most successful candidate will be confident, display a sense of urgency to get things done, know how to prioritize their work, have follow-through and remains calm but thrives under pressure when pressing issues arise

● Customer Focused - expects and understands a high level of customer empathy and service by phone, email, chat