Quality & Training Specialist (Specialty EyeCare)

Location: Remote within commuting distance of a CooperVision site; Victor, NY, United States. May require travel between multiple sites. Applicants must be permanently authorized to work in the United States without current or future employer sponsorship.

Starting base pay: $62,627–$83,503 per year, with possible cost-of-living adjustments and other compensation and benefits.

Company

CooperVision, a CooperCompanies business unit, manufactures contact lenses and develops products addressing vision challenges including astigmatism, presbyopia, and childhood myopia.

What you will do

• Develop, implement, facilitate, and update training across customer service channels, processes, systems, products, and regulatory requirements.
• Develop and perform quality reviews covering policy adherence, technical and soft skills, accuracy, and customer experience.
• Analyze customer feedback, surveys, call and chat monitoring, quality metrics, trends, and service non-conformances to identify improvements.
• Provide constructive feedback, coaching, action plans, and best practices to representatives, supervisors, team leads, and customer service teams.
• Maintain training materials, SOPs, work instructions, eQMS documentation, knowledge bases, training records, and process flows.
• Support escalated customer and patient issues, recalls, audits, benchmarking, strategic projects, and leadership activities.

Requirements

• Expert knowledge of the Specialty EyeCare product portfolio and quality management systems for Paragon, Blanchard, and SynergEyes.
• Expert knowledge of Dynamics 365, Bravad, RX Connect, Vantage, Zendesk, and related Specialty EyeCare systems and technology.
• 2+ years of Specialty EyeCare experience and 2–5 years of customer service experience.
• Associate degree required, or a combination of education and experience providing a sound understanding of the responsibilities.
• Ability to compile, theme, and analyze data; prepare reports, procedures, quality reviews, SOPs, and work instructions using Microsoft Word, Excel, Outlook, PowerPoint, Vision, and Agile.
• Ability to interpret technical procedures and government regulations, identify root causes, and evaluate cause and effect.
• Strong interpersonal, problem-solving, organizational, communication, negotiation, presentation, facilitation, and coaching skills.
• Ability to present to groups of 1–75 participants, work independently, prioritize workloads, meet deadlines, multitask, and maintain confidentiality.
• Knowledge of order entry, supporting systems, and call recording or monitoring systems.

Nice to have

• Experience in a quality and/or training role.

Culture & Benefits

• Remote work is available within commuting distance of a CooperVision site.
• The role participates in customer service and leadership meetings and supports cross-functional business projects.
• The position may include travel between multiple sites and requires light physical effort.
• The position may be eligible for additional compensation and benefits.
• CooperVision is committed to equal employment opportunity.