Quality Assurance Specialist

Position Title: Quality Assurance Specialist - Case Management & Resolution

Location: **This is an on-site role reporting to our Addison, IL facility.**

Company Overview:

Join our dynamic team as a Quality Assurance Specialist and contribute to our mission of delivering exceptional customer experiences. As a mid-sized industrial distribution company, we are committed to providing reliable solutions, fostering innovation, and cultivating a collaborative work environment.If you are passionate about delivering exceptional customer experiences and driving continuous improvement, we encourage you to apply. Join our team and make a positive impact on our business.

Role Summary:

In this pivotal role, you will be responsible for managing, investigating, and resolving customer issues to maintain our reputation for outstanding service. You will leverage your analytical skills to identify trends, recommend process improvements, and proactively address service quality gaps. Your work will directly impact customer satisfaction and loyalty.

Compensation Range: $45,000-$55,000 Annually + Benefits

(Compensation Varies Based On Experience And Education)

Key Responsibilities:

• Case Management: Efficiently manage and resolve customer cases, inquiries, and complaints, ensuring timely and accurate resolution
• Customer Satisfaction: Prioritize customer satisfaction by proactively addressing service issues and restoring customer trust
• Data Analysis: Utilize data analytics to identify trends, root causes, and opportunities for improvement
• Cross-Functional Collaboration: Collaborate with various departments to facilitate seamless case resolution and ensure consistent customer experience
• Effective Communication: Communicate clearly and concisely with customers, providing timely updates and demonstrating empathy
• Quality Assurance: Monitor service quality metrics and identify areas for improvement, recommending training and process enhancements
  
  

Qualifications:

• Preferred qualifications include a degree in Business, Quality Management, or a related field, or experience in Quality Assurance, Case Management, or Customer Service
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Detail-oriented and organized
• Ability to work independently and as part of a team
  
  

Why Join Us?

• Supportive Team Culture: Work alongside a dedicated team of professionals
• Impactful Role: Directly contribute to customer satisfaction and business success
• Career Growth: Opportunities for professional development and advancement
• Competitive Compensation and Benefits: Enjoy a comprehensive benefits package
  
  

Perks:

• Medical, Dental, Vision Insurance
• Life and Supplemental Insurance
• Short Term Incentive Plan
• 401K Provision
• Profit Sharing
• HRA
• Cafeteria Plan
• Seasonal company sponsored events
• Work/Life Balance
• Childcare ReimbursementProgram
• 9/80 Scheduling Option (following1 year of employment)
  
  

A little about the company:

• Been around since 1895
• Grown from 30 employees in 2005 to 60 in 2010 and now over 240
• Locations in Addison, IL (Headquarters),Indianapolis, IN (2018),Pittsburgh, PA (2019),Salt Lake City, UT (2021), Jurupa Valley, CA (2021), Livermore, CA (2021), Charlotte, NC (2023)
• We distribute rigid packaging products and industrial filtration.
• We have a beautiful newly renovated corporate office/warehouse in Addison
• We have a strengths-based approach working to leverage what the employee likes to do and is good at doing
• Privately owned
  
  

We work to build autonomy, connectedness and confidence in your role

• Employees get 2-4 structured one-to-one meetings with their supervisor per year (replaces traditional performance review with a 2-way discussion)
• We have various committees employees can join (Culture Committee and Cary Cares)
• Fun Friday’s, Weekly Yoga, and other company events are some highlights (check out our Facebook page)
• Core Values: Growth, Positivity, Customer Driven, Spirited Work Ethic,In This Together
  
  

People that are successful in our culture/company have the following characteristics:

• Positive/optimistic
• Open Minded, but still look for ways to make our systems better
• Curious/Inquisitive
• Customer-Focused (ease of doing business for our customers)
• Supportive of Co-workers
  
  

The Cary Company prides itself on its fun, upbeat culture, providing a comfortable work/life balance and a supportive team environment. Enjoy working at an steady pace, and with knowledgeable co-workers who together create a customer-centric and professional team.

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