Job Description
Job Description
Job Description: Quality Technician II
Posting Dates: 12/01/2025 - 05/31/2026 ( Possible extension)
Job Title: Quality Technician II
Posting ID: CRNGJP00028773
Location: Tewksbury, MA (Onsite, with potential for hybrid schedule after training)
Schedule: Full-Time, 40 hours/week (M-F, 8am-5pm OR 10am-7pm)
Pay Rate: $23 - $25/hour
About the Role
Quality Technician II and play a vital role in upholding our commitment to quality and regulatory excellence. In this position, you will be the first point of contact for customer inquiries, acting as a crucial liaison between our customers and internal teams. You will support ongoing processes and projects within the Quality and Regulatory Services (QRS) group, ensuring we meet and exceed customer expectations.
Key Responsibilities
-
Customer Inquiry Triage: Serve as the first level of support for the QRS email queue and customer complaints, sorting, identifying duplicates, and assigning issues to the correct departments.
-
Issue Escalation: Identify and escalate urgent quality and regulatory issues according to established QRS guidelines to ensure timely resolution.
-
Cross-Functional Collaboration: Work effectively with internal departments including Quality, Regulatory, Sales, Scientific Support, and Customer Service to resolve issues and ensure customer satisfaction.
-
Project Support: Participate in continuous improvement projects with cross-functional teams to enhance customer experience and operational processes.
-
Professional Communication: Maintain timely, positive, and professional communication with both external customers and internal colleagues.
What You'll Bring (Required Qualifications)
-
Education: HS Diploma, GED, or Associate's Degree.
-
Experience: 2-4 years of work experience in a customer-facing role.
-
Industry Knowledge: Experience in a customer-facing, manufacturing, and/or Quality/Regulatory capacity within the medical device or clinical industries.
-
Technical Skills: Proficiency in Microsoft Office applications and the ability to quickly learn new software systems.
-
Core Skills:
-
Excellent prioritization and ability to handle time-sensitive requests.
-
Courteous, articulate, and professional communication skills (both written and oral).
-
Demonstrated knowledge of quality and regulatory practices.
-
What Will Make You Stand Out (Desired Skills)
-
Experience with ETQ, Sharepoint, salesforce.com, or PeopleSoft.
-
Experience in designing and maintaining reports and metrics.
-
A passion for innovation, automation, and continuous improvement.
-
Multi-lingual skills are highly desired.
Success in this Role Looks Like:
-
Meeting work targets and schedules consistently.
-
Following QRS guidelines and procedures, including the use of standardized communication templates.
-
Demonstrating positive, professional, and cooperative interactions with all internal and external stakeholders.
-
Effectively applying judgment to determine when and how to escalate inquiries.
Soft Skills & Attributes We Value
-
Positive attitude and outlook.
-
Ability to work under pressure while maintaining professional composure.
-
Strong business acumen and judgment.
-
A desire to anticipate and exceed customer expectations.
-
Proven track record of positive customer interaction and teamwork.
-
Ability to handle proprietary and delicate situations with discretion and professionalism.
Interview Process & Logistics
-
Interview Process: Two rounds - a 30-minute video interview followed by an onsite panel interview.
-
Work Arrangement: This role is onsite in Tewksbury, MA. A hybrid schedule (3 days in office) may be considered for an exceptional candidate after the initial training period is complete.
-
Relocation: No relocation expenses will be reimbursed.
Company DescriptionIT Mantra, LLC. is a Certified Woman / Minority (WBE/MBE) owned company founded in 2003 and based in Massachusetts. We provide a comprehensive range of IT and Professional Staffing and Workforce Solutions that include contract, contract to hire and direct hire placement services as well Employer of Record (EOR) services nationally and specialize in the placement of women and diverse personnel.
Company Description
IT Mantra, LLC. is a Certified Woman / Minority (WBE/MBE) owned company founded in 2003 and based in Massachusetts. We provide a comprehensive range of IT and Professional Staffing and Workforce Solutions that include contract, contract to hire and direct hire placement services as well Employer of Record (EOR) services nationally and specialize in the placement of women and diverse personnel.