Diploma in Quality Assurance and Quality Control (Diploma in Quality Assurance and Quality Control)

Quality Controller - TSR: Ensuring Top-notch Customer Experience

In the fast-paced world of customer support, providing a seamless customer experience has become more crucial than ever. This is where the role of a Quality Controller (QC) comes into play. In this article, we will delve into the specifics of what a Quality Controller does in the context of a Technical Support Representative (TSR) team, and how they ensure a high level of customer satisfaction.

Quality Controller - TSR Introduction

The role of a Quality Controller is to ensure that the customer experience provided by the TSRs is of the highest quality. The QC reviews the calls, chats, or emails that the TSRs handle, checks for adherence to the company's guidelines, and evaluates the overall quality of the service provided.

Why is a Quality Controller Necessary?

A quality controller is essential for several reasons. Firstly, they help identify and mitigate any gaps in the training provided to TSRs. Secondly, they ensure that the TSRs are following the company's guidelines for providing customer support. Thirdly, they ensure that the customer experience is consistent across all interactions with the TSRs.

Qualifications of a Quality Controller

To become a quality controller, one needs to possess a range of skills and qualifications. Firstly, they need to have excellent communication skills, both written and oral. Secondly, they need to have an eye for detail and be able to identify areas for improvement. Thirdly, they need to be able to work in a fast-paced environment and meet deadlines. Lastly, they need to have experience in customer support and an understanding of the industry.

The Role of a Quality Controller in a TSR Team

The Quality Controller is responsible for ensuring that the TSRs are meeting the expectations of the customers and the company. They do this by evaluating the interactions between the TSR and the customer, reviewing the documentation and procedures followed by the TSR, and providing feedback to the TSR.

Quality Controller - TSR Evaluating Interactions

The Quality Controller evaluates the interactions between the TSR and the customer to ensure that the TSR is providing a high level of customer service. They check for things like whether the TSR addressed the customer's concerns, whether they were polite and professional, and whether they resolved the issue within the expected timeframe.

Quality Controller - TSR Reviewing Documentation and Procedures

The Quality Controller also reviews the documentation and procedures followed by the TSR to ensure that they are following the company's guidelines. They check for things like whether the TSR followed the correct steps to resolve the issue, whether they documented the interaction accurately, and whether they followed the company's tone and style guidelines.

Quality Controller - TSR Providing Feedback to TSR

The Quality Controller provides feedback to the TSR based on their evaluation of the interaction and the documentation. They identify areas for improvement and provide guidance on how to improve. They also recognize areas where the TSR did well and provide positive feedback to reinforce good behavior.

Benefits of Having a Quality Controller in a TSR Team

Having a Quality Controller in a TSR team has several benefits. Firstly, it ensures that the customer experience is of the highest quality, which leads to higher customer satisfaction and loyalty. Secondly, it helps identify and address any gaps in the training provided to the TSRs. Thirdly, it ensures that the TSRs are following the company's guidelines, which helps maintain consistency in the customer experience across all interactions.

Quality Controller - TSR FAQs

What is the role of a Quality

What is the role of a Quality Controller in a TSR team?

The role of a Quality Controller in a TSR team is to ensure that the customer experience provided by the TSRs is of the highest quality. They evaluate interactions between the TSR and the customer, review documentation and procedures, and provide feedback to the TSR to improve the overall quality of the service provided.

What are the qualifications required to become a Quality Controller?

To become a Quality Controller, one needs to possess excellent communication skills, an eye for detail, the ability to work in a fast-paced environment, experience in customer support, and an understanding of the industry.

How does a Quality Controller help in maintaining consistency in the customer experience?

A Quality Controller ensures that the TSRs are following the company's guidelines for providing customer support. This helps maintain consistency in the customer experience across all interactions.

What are the benefits of having a Quality Controller in a TSR team?

Having a Quality Controller in a TSR team ensures that the customer experience is of the highest quality, helps identify and address any gaps in the training provided to the TSRs, and ensures consistency in the customer experience across all interactions.

How does a Quality Controller help in improving the overall quality of the service provided by the TSR team?

A Quality Controller evaluates the interactions between the TSR and the customer, reviews documentation and procedures, and provides feedback to the TSR to improve the overall quality of the service provided. This helps identify areas for improvement and provides guidance on how to improve.

About Us

The Quality Controller is responsible for ensuring that the TSR produced in the factory conforms to the approved technical specifications and quality. He is also responsible for ensuring the quality of raw materials and the treated effluent going out of the ETP. Implementation of the latest Quality Management systems in the factory is also his job.

Work Location:

Required Skills:

Thorough knowledge of cGMP in the pharma/biotech industry as well as FDA, EU, and JP regulatory requirements, ICH guidelines.

Knowledge of cell therapy manufacturing processes and testing is preferred.

Good knowledge of sterile products manufacturing processes and testing. Knowledge of aseptic manufacturing processes

Experience with performing/participating in risk assessment exercises.

Experience in Supplier Quality oversight.

Thorough knowledge of and competence in core quality processes – including change control, deviations/OOS, CAPA management, investigations, APR-QPR.

Excellent investigational and QA problem-solving skills – e.g.

Able to interpret problems and effectively prepare surrounding communication in a productive manner to management and the group with clarity, brevity, and accuracy.

Able to recognize and group technical/scientific attributes and drive science-based decisions in most technical areas and to a deeper level in the specific job function.

Must have strong authorship and be able to critically review investigations, interpret results, and generate technical conclusions consistent with Quality risk management principles.

Analytical mindset – e.g.

Able to assess vendors quality core processes to ensure compliance with relevant guidelines and procedures; able to identify acceptable mitigation actions.

Able to recognize quality risks and develop contingency plans.

Able to assess, establish and implement new quality processes in partnership with assigned vendors.

Able to recognize patterns in reported data and communicate strategic solutions to stake holders cross-functionally.

Skilled in planning and organizing, building relationships, innovation management and resource allocation.

Ability to make independent and objective decisions and to work under minimal supervision with cross functional teams and partners worldwide.

Team spirit. Action-oriented and customer-focused.

Negotiation and persuasion skills.

Good knowledge of most common office software (Microsoft Office).

Good verbal and written communication skills in English a must.

Responsibilities:

Quality oversight of the activities and services provided by suppliers – e.g.,

Serves as the site single point of QA contact for suppliers for cell therapy program.

Assists with supplier qualification activities of new and current suppliers in support of Clinical and Commercial Manufacturing activities.

Initiate and Manage Supplier Quality risk assessments.

Create/negotiate and maintain Supplier Quality Agreements.

Work closely with the suppliers and involve SMEs to ensure proper and timely resolution of Deviations, Complaint investigations and CAPAs; ensures properly documented per client procedures.

Evaluate and communicate supplier quality-related changes, ensuring assessment per client change control procedures and documented in a timely fashion.

Measure supplier quality performance, periodically collect and share quality performance metrics. Identify potential trends, working closely with supplier to define possible areas for improvement and associated implementation plan.

Collect supplier quality documentation necessary to support regulatory submissions.

Hold or actively participate in joint periodic meetings with stakeholders.

Initiate and assess Change control, complaints, deviations/OOS and CAPA management in electronic system – e.g., support and quality guidance to record owners, follow up until completion, owner role as appropriate, closure in a timely manner.

Partner with stakeholders to assess overall supplier performance, including identifying product-specific quality and compliance risks and develop mitigation plans based on a risk-based approach.

Provide timely support and necessary information to QA colleagues and Quality/Supply Chain Management as required.

Act as representation for Quality Operations as required, escalate critical issues to Management as appropriate.