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Contact Center Quality Analyst


KARL STORZ SE & Co. KG (KST), based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 70 years, KST has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

KARL STORZ Endoscopy-America, Inc. (KSEA), an affiliate of KST, is headquartered in El Segundo, California, and is responsible for all U.

S. distribution and sales of endoscopes, instruments, imaging systems, electromechanical devices, and OR1® operating room integration technologies.

What does all that mean to you?

It means you would be joining an organization where you can be proud to play a part in making a difference in people’s lives every day .

Being a part of KARL STORZ offers many additional rewards.

This includes a commitment to offering competitive compensation , as well as a 401(k) with a 60% match up to the first 6% of your base salary.

We support our employees’ health goals by providing outstanding health benefits that include, but are not limited to, medical (PPO, HRA, HSA, and flex spending), dental and vision , as well as amazing wellness programs where you can earn cash or gift cards.

We encourage work / life balance so our employees can recharge and take care of themselves. We offer new employees 3 weeks of paid vacation in the first year, 10 paid holidays and paid sick leave that can also be used to take care of immediate family members.*

We strive to continuously learn and give back to our community. We offer our employees the same opportunity through tuition reimbursement , multiple company-

sponsored charitable events and corporate matching for charitable giving .

If KARL STORZ sounds like a company you would like to be a part of, we invite you to learn about our opportunity below!


KARL STORZ is currently seeking a Contact Center Quality Analyst Trainer to join the Customer Service Department’s Operations Group based in El Segundo, CA.

Reporting to the Customer Support Order Quality & Training Development Supervisor, the primary responsibility of this role is to lead or assist in quality assurance activities and SAP, staff development training in Customer Support.


Key responsibilities will include, but may not be limited to :

  • Lead or assist in planning, coordinating and delivering all training classes for new configuration, policy and process changes in SAP.
  • Provides refresher / remedial training for the Customer Support staff.

  • Lead or assist in phone training and shadowing with the new trainees while in training.
  • Provide written documentation (Weekly Feedback Training) with "uncensored" observations of each trainee to the Communicators Manager on attendance, learning curve, organization skills, participation, commitment, attitude and other general information or challenges.
  • Lead in updating training documents such as tests, benchmarks and modules. Plans and delivers skill building exercises, group and individual exercises.
  • May be responsible for individualized and classroom training sessions.

  • Monitors and evaluates the training program's effectiveness and make recommendations for improvements to the Order Quality & Training Development Supervisor.
  • Works with the Order Quality & Training Development Supervisor and Contact Center Quality Analyst - Documentation (QAD) in ensuring all the resources in the department such as CS Solutions Manual is updated and evaluated for effectiveness and easy comprehension of the content.
  • Performs order audits that measure the level of service that is provided to our customer. Monthly audits are conducted to ensure that all policies and processes are adhered to when orders are booked.
  • Audits 10-15 orders per AC per month and tracks the results on a QA Log and forwards to the Customer Support Supervisor to address issues with the AC.

    Works with Operations Accounting and external auditors when audits are being conducted for Customer Support.

  • Interacts daily with customers and functional peer groups.
  • Provides general assistance to Customer Support Account Coordinators who have questions or problems pertaining to account and order management.
  • Conducts situational research for problem resolution.

  • Improves customer satisfaction by providing quality training and audit feedback to staff.

    Our successful candidate will have excellent written and spoken English language business communication skills. They will also have demonstrated success working in a collaborative, service-

    oriented team environment.

    Additional requirements include, but are not limited to :

  • 3 or more years work experience as a trainer, responsible for stand up facilitation
  • Exceptional organizational, project management and change management skills and adept at managing multiple and / or changing priorities
  • Exceptional written and oral communication skills
  • Demonstrate ability to work well in an independent role and within a team
  • Exhibit excellent interpersonal skills with a proven ability to relate to others as a teacher and leader
  • Proficient to advanced business writing skills are required.
  • Ability to consistently handle all customers (internal and external) in a professional, courteous manner is critical. The ability to read, interpret and understand (for the purposes of providing customers with appropriate information) documents, operating instructions, maintenance instructions, and procedure manuals is required.
  • Must be proficient in Excel, Visio (or any flowchart program) and Word
  • LI-TH1

    KSEA provides equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, national origin, age, disability or genetics.

    In addition to federal law requirements, KSEA complies with applicable state and local laws governing non-discrimination in employment

    KARL STORZ reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.

    Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor.

    Employee must comply will all applicable KARL STORZ policies and procedures

    OpenJuly 29, 2019

    CloseNovember 06, 2019

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