Product Quality Analyst - Customer Service

Product Quality Analyst - Customer Service

Location

Sylmar, CA

Onsite Flexibility

Onsite

Contract Details

• Position Type: Contract

• Pay Rate: $36.98 / Hour (USD)

Job Summary

Analyzes and resolves technical and clinical questions from Client product customers. Corresponds with customers regarding the results of inquiries and product analyses. Uses discretion when escalating unusual product performance issues, collaborates with engineering, and resolves customer complaints.

Participates in product improvement teams, field failure analysis, and other analytical teams responsible for the improvement of products and regulatory issues. This position requires a very high degree of technical competence and communicative ability in order to receive, evaluate, investigate, and respond to customers' questions and complaints. Interfaces with all levels of health care professionals (doctors, nurses, biomedical technicians, purchasing agents, materials managers, and risk managers) to document, investigate, and correct field-related problems.

Communicates customer concerns and complaints to individuals who manage databases and analyze data to identify trends, needs for product and service enhancements, and communicates the findings with relevant individuals such as R&D engineers, business unit managers, and other personnel to communicate the findings. Performs product complaint documentation, investigation, customer response, and consulting activities on Client products and authors correspondence to customers addressing complaint investigations. Serves as a liaison between other business units for quality and technical concerns as needed.

Key Responsibilities

• Analyze and resolve technical and clinical questions from Client product customers

• Correspond with customers regarding the results of inquiries and product analyses

• Use discretion when escalating unusual product performance issues, collaborate with engineering, and resolve customer complaints

• Participate in product improvement teams, field failure analysis, and other analytical teams responsible for the improvement of products and regulatory issues

• Interface with all levels of health care professionals (doctors, nurses, biomedical technicians, purchasing agents, materials managers, and risk managers) to document, investigate, and correct field-related problems

• Communicate customer concerns and complaints to individuals who manage databases and analyze data to identify trends, needs for product and service enhancements

• Communicate findings with relevant individuals such as R&D engineers, business unit managers, and other personnel

• Perform product complaint documentation, investigation, customer response, and consulting activities on Client products

• Author correspondence to customers addressing complaint investigations

• Serve as a liaison between other business units for quality and technical concerns as needed

Required Skills

• Medical Terminology knowledge

• Strong PC/Data Entry Skills

• High degree of interpersonal relations skills

• Strong verbal and written communication skills

• Ability to work under pressure and stress common to office environments

• Ability to maintain a high degree of accuracy and analytical thinking

• Ability to deal effectively with problems and customers on the telephone

Preferred Skills

• Medical device experience

• Five to seven years of customer support experience

Education Requirements

• High school diploma required

• Degree preferred

Work Environment / Physical Requirements

• Expected to work 8 hours per day / 40 hours per week on site

Benefits

• Medical, Vision, and Dental Insurance Plans

• 401k Retirement Fund

Important Notes

• Potential to convert and/or extend for the right candidate, but no guarantee

About the Client

Healthcare Innovator We're a leading healthcare company dedicated to improving lives worldwide. Our diverse portfolio includes medical devices, diagnostics, nutrition products, and branded generics. We're committed to developing groundbreaking technologies that address critical healthcare challenges and empower people to live healthier lives.Global Join our team and: Work on cutting-edge projects Contribute to global healthcare advancements Experience diverse cultures and geographies Discover a rewarding career with a company that cares.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail