We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles : Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars   Science & Diagnostics , a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Work Shift : Day Shift Monday-Friday with alternating Saturdays

Work type : On-Site

This is an On-Site role based out of our Laboratory located in Mississauga, Ontario

The Target Pay for this position is $23.08 an hour. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

PURPOSE OF JOB :

The primary responsibility of the Quality Assurance Coordinator is to provide superior customer support to our clientele to resolve issues by investigating reoccurring problems generated from the client. This individual must possess excellent communication skills, project a pleasant tone regardless of the nature of the call, as well as exhibit empathy towards our consumer base.  This individual must be able to effectively multi-task while showing superior follow-through on any problem cases to mitigate future issues or trends.  The ideal candidate is someone always looking to go above and beyond general job expectations in an attempt to provide our customers with the best possible service experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide exemplary service to our clients, by expeditiously investigating and resolving problems and concerns.
• Interface with various other departments such as Customer Support, Quality Assurance, Sales and Operations, employing effective communication to ensure the best client experience and outcomes.
• Ability to establish and maintain effective relationships with key internal and external clients and community members.
• Proactively handles problem cases, including but not limited to, missing samples, delays, and incorrect reporting.
• Supports the Quality Assurance team and works directly with fellow lab personnel to ensure quality results.
• Possess the ability to multi-task, triage work items based on established priority while consistently demonstrating attention to detail and exceptional documentation practices.
• Excel at and consistently demonstrate the ability to complete the following daily tasks : resolving client issues, testing delays, sample location and trend inquiries.
• Embody a team mentality and positive energy.
• Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory.
• Work collaboratively across the Quality Assurance department to investigate escalations from the Customer Support team.
• Liaise escalation issues forwarded by Customer Support across the Quality Assurance department and follow up with clients, providing a resolution within a timely manner.
• Working directly with Quality Assurance Specialists to determine root causes at the laboratory to prevent further issues for clients.
• Investigate any lab issues for clients regarding cases through the pulling of samples, swapping tubes, delivery of samples, confirm and verify sample names, quantity, etc. as needed for specific requests.
• Conduct a root cause analysis regarding problems with client accounts, specimens and issues the clinic is experiencing.
• Ability to identify trending data to determine the correct escalation pathway for resolution.
• Recommends appropriate action to resolve client issues and advises QA Specialists and / or department heads of best practice for resolution of complaints; follows up to ensure that action has been taken and the issue resolved.
• Relays data accurately and provides a resolution to clients regarding any issues of quality in the reference lab.
• Demonstrate strong computer literacy and the ability to work across various internal systems (Q Pulse, Atlas, Antrim, LTP)
• Performs other duties as assigned.
• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every employee has the responsibility to ask questions, seek guidance, and report concerns and / or violations of company policy or ethical standards.  Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.

EDUCATION / EXPERIENCE :

REQUIRED SKILLS AND ABILITIES :

PHYSICAL DEMANDS :

WORK ENVIRONMENT :