Quality Assurance Professional

Title: Quality Assurance Professional

Location: Alameda, CA

Duration: 12 Months

100% Onsite

Essential Duties and Responsibilities

• Quality Monitoring & Evaluation - Review and assess customer interactions (calls, emails, chats) for accuracy and compliance. Develop and maintain evaluation criteria aligned with industry standards and regulatory requirements. Provide actionable feedback to agents and team leads to improve performance.
• Data Analysis & Reporting – Collect and analyze customer service data to identify trends and areas for improvement.
• Coaching Support / Collaboration – Collaborate with training teams to develop targeted coaching and training programs based on quality insights. Support continuous education for customer service staff on critical quality topics.
• Compliance & Documentation – Ensure customer service practices comply with Abbott, FDA, ISO, and other relevant regulations. Participate in internal and external audits as needed.
• Process Improvement – Identify gaps in customer service workflows and recommend improvements. Design and implement initiatives to enhance customer service documentation quality, reduce errors, and increase customer satisfaction based on reports generated and root cause analysis performed. Support implementation of new tools or processes to enhance service quality and efficiency.
• 3+ years of experience in customer service or quality assurance within the medical device (or similarly regulated) industry.

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.