Quality Assurance - Customer Technical Specialist

Job Summary

The Quality Assurance - Customer Technical Specialist is an integral member of the QA/Regulatory Affairs department. This role functions independently to ensure high-quality technical support by monitoring customer interactions, evaluating adherence to standards, and providing feedback for improvement.

You will act as a bridge between technical expertise and customer satisfaction, ensuring that every interaction meets Partnered Client's high standards of product purity and quality.

Location: Waukegan, Illinois

Job Type: Temporary

Salary: $34 - 38 per hour

Work Hours: 9 to 5

Education: Bachelors

• Quality & Compliance
  Operate in strict accordance with current cGMP regulations, and the Cardinal Rules of Quality, Delivery, and Safety.
• Cross-train with the Quality Assurance Specialist (Customer Audits) to ensure departmental redundancy.

• Customer Interaction & Technical Support
  Interaction Monitoring:
  Review customer calls and emails to ensure technical accuracy and service quality.
• Technical Expertise:
  Troubleshoot complex technical issues, provide in-depth solutions, and document common problems to create a knowledge base.
• Calibration:
  Participate in calibration sessions to ensure consistent evaluation standards across the QA team.

• Analysis & Process Improvement
  Evaluation:
  Compare customer interactions against strict criteria (problem-solving, communication, process adherence).
• Data Analysis:
  Analyze support data (KPIs, trends, CSAT, resolution time) to recommend process changes and improve workflows.
• Reporting:
  Generate reports on customer scoring, quality/experience metrics, and performance trends for management.

• Training & Development
  
  Coaching:
  
  Provide constructive feedback to agents based on interaction evaluations.
• Curriculum Development:
  Identify training needs and develop materials for both technical skills and soft skills.
• Leadership:
  Manage personnel effectively to achieve departmental goals.

Required:

• Bachelor of Science (B.S.) degree in a core technical discipline:
  Chemistry, Engineering, or Computer Science.
• Demonstrated command of cGMP regulations and the International Council for Harmonization (ICH) Q7 Guideline (preferred).
• Documented experience utilizing data-driven process improvement methodologies (e.g., Root Cause Analysis, Lean).

Preferred:

• Progressive, verifiable Quality Assurance experience within the highly regulated pharmaceutical, biopharmaceutical, or medical device sectors.
• Professional certification from a recognized body such as ASQ (CQI, CSQE) or an accredited Six Sigma/Lean certification.
• Proficiency with enterprise-level Quality Management Software (QMS) and advanced data analysis in platforms like MS Excel.
• Proven capability in curriculum development and coaching/mentoring technical staff on both hard and soft skills.

• Valued
  
  Certifications:
  
  ISTQB (Tester), ASQ (CQI, CSQE), or Six Sigma.
• Methodologies:
  Experience with Statistical Process Control (SPC), Root Cause Analysis (RCA), Lean, and Continuous Improvement strategies.
• Software:
  Proficiency in Quality Management Software, MS Office (Excel for data analysis), and familiarity with programming/scripting (for software-focused roles).

• Communication:
  Strong written and verbal skills with the ability to perform technical writing.
• Customer Focus:
  High empathy and the ability to understand customer pain points.
• Project Management:
  Ability to handle project management activities and manage multiple tasks with changing priorities.

• Must be able to travel domestically and internationally on occasion.
• Ability to lift 50 lbs.
• Must have good hearing and sight adequate for safety programs in a pharmaceutical manufacturing plant.
• Ability to sit, stand, walk, and climb stairs for extended periods.

Skills: MS-EXCEL, Good Manufacturing Practices (GMP), Root Cause Analysis, Process Validation, Quality Assurance (QA), Process Optimization, Lean Manufacturing Principles, Quality Management Systems (QMS)

Equal Opportunity Employer
:
Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Note: Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. Randstad offers a comprehensive benefits package, including medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.