Quality Assurance Coordinator (Day Shift)

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Work shift: Day shift with alternating sat

This is an On-Site role based out of our Laboratory in Chantilly, VA
 

The Target Pay Rate for this position is $24 hourly. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

PURPOSE OF JOB: 

The primary responsibility of the Quality Assurance Coordinator is to provide superior customer support to our clientele to resolve issues by investigating reoccurring problems generated from the client. This individual must possess excellent communication skills, project a pleasant tone regardless of the nature of the call, as well as exhibit empathy towards our consumer base.  This individual must be able to effectively multi-task while showing superior follow-through on any problem cases to mitigate future issues or trends.  The ideal candidate is someone always looking to go above and beyond general job expectations in an attempt to provide our customers with the best possible service experience.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:  

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide exemplary service to our clients, by expeditiously investigating and resolving problems and concerns.
• Interface with various other departments such as Customer Support, Quality Assurance, Sales and Operations, employing effective communication to ensure the best client experience and outcomes.
• Ability to establish and maintain effective relationships with key internal and external clients and community members.
• Proactively handles problem cases, including but not limited to, missing samples, delays, and incorrect reporting.
• Supports the Quality Assurance team and works directly with fellow lab personnel to ensure quality results.
• Possess the ability to multi-task, triage work items based on established priority while consistently demonstrating attention to detail and exceptional documentation practices.
• Excel at and consistently demonstrate the ability to complete the following daily tasks: resolving client issues, testing delays, sample location and trend inquiries.
• Embody a team mentality and positive energy.
• Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory.
• Work collaboratively across the Quality Assurance department to investigate escalations from the Customer Support team.
• Liaise escalation issues forwarded by Customer Support across the Quality Assurance department and follow up with clients, providing a resolution within a timely manner.
• Working directly with Quality Assurance Specialists to determine root causes at the laboratory to prevent further issues for clients.
• Investigate any lab issues for clients regarding cases through the pulling of samples, swapping tubes, delivery of samples, confirm and verify sample names, quantity, etc. as needed for specific requests.
• Conduct a root cause analysis regarding problems with client accounts, specimens and issues the clinic is experiencing.
• Ability to identify trending data to determine the correct escalation pathway for resolution.
• Recommends appropriate action to resolve client issues and advises QA Specialists and/or department heads of best practice for resolution of complaints; follows up to ensure that action has been taken and the issue resolved.
• Relays data accurately and provides a resolution to clients regarding any issues of quality in the reference lab.
• Demonstrate strong computer literacy and the ability to work across various internal systems (Q Pulse, Atlas, Antrim, LTP)
• Performs other duties as assigned.

We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.  Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.

EDUCATION/EXPERIENCE:

• Associates degree required
• Bachelor’s degree in sciences preferred
• Minimum of 2-3 years’ experience, preferably in a veterinary technician, laboratory technician or medical assistant role.
• Related experience such as veterinary or biology credits, call center or other intensive service background is optimal.

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REQUIRED SKILLS AND ABILITIES:   

• Organized, with the ability to multi-task in a fast-paced environment.
• Strong interpersonal, organizational, negotiation and problem-solving skills.
• Excellent verbal and written communication skills.
• Work effectively with fellow staff and build positive relationships.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Able to adapt to changes to improve company processes.
• Proficiency with Microsoft Office Products including Word, Excel, and PowerPoint

PHYSICAL DEMANDS: 

• Extensive sitting, phone, and computer use (at desk 80% of shift)
• Extend and reach with hands and arms and use hands and fingers
• Occasionally required to bend, kneel, stoop, or crouch
• May be required to lift, move, and carry up to 10 lbs.
• Specific vision abilities required including close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing ability to effectively communicate via the telephone and in person
• Ability to communicate verbally on the telephone and in person
• Fluency in the English language

WORK ENVIRONMENT: 

• he employee will primarily work in a typical office environment including use of cubicles, computers and overhead lighting.
• Temperature extremes will be minimal to nonexistent. 
• The noise level in the work environment is usually moderate. 
• The employee will be required to use a computer, spreadsheets, database management, email, and the Internet. 
• The employee is frequently required to use a calculator; fax, copy machine, and phone system. 

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

• All Full-time associates are eligible for the following benefits and more:

• Paid Time Off & Holidays

• Medical, Dental, Vision (Multiple Plans Available)

• Basic Life (Company Paid) & Supplemental Life

• Short and Long Term Disability (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.