Quality Coordinator - Sr. Sales Support

Quality Coordinator - Sr. Sales Support - Marlborough, MA, Monday to Friday, 8:30 AM to 5:00 PM

Pay range: $28.41 - $42.61 / hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

The Sales Support Quality Coordinator is responsible to facilitate smooth client set up process to ensure accuracy, efficiency, and client satisfaction. Complete quality review and be subject matter expert for all aspects associated with Sales Support activities.

• Act as support for Customer Solutions leadership; may submit and monitor progress of incoming requests associated with both existing and new business.
• Create & maintain client files for audit purposes.
• Monitor approval turnaround time for new client start-up process, request any additional data required to obtain approval and communicate status to commercial sales representatives and customer solutions leadership as needed.
• May be designated lead Compliance Audit, CAP Inspections, as well as any other controls, ensuring deadlines are met.
• Participate in or facilitate projects related to Sales Support.
• Provide guidance for SOP updates related to their job responsibilities.
• Provide guidance for creation of training for current or new processes.
• Performs quality review, which may include Salesforce case audits and New Account Set Up Data Quality Error Rate (DPMO), as well as Turnaround Time (TAT) review with metric reporting.
• Prepare reports that support analysis of metric trends for Customer Solutions.
• Overall subject matter expert to handle escalated needs within Sales Support.
• Completes other duties and responsibilities as assigned.

Required Work Experience

• Two years of technical, billing, or customer support experience required.
• Must live within the New England region.

Preferred Work Experience

• Five years of Sales Support Coordinator experience.

Physical and Mental Requirements

• Routinely lift 25 pounds, sitting for long periods of time.

Skills

• Strong communication skills
• Solid organizational skills
• Ability to work in a team environment
• Customer Focused
• Collaboration skills
• Innovation skills
• Action Oriented
• Attention to Detail
• Ethics and Values
• Functional Technical Skills
• Perseverance
• Excellent collaboration skills

Education

• Bachelor’s Degree BA/BS Preferred (Preferred)
• High School Diploma or Equivalent (Required)

Languages

• English (Required)