BrightOwl Loader Loading

Quality Auditor - United States  

Sonova (company)

Posted on : 24 June 2017

Project Description

Sonova Holding AG, headquartered in Staefa, Switzerland, is the leading manufacturer of innovative hearing care solutions worldwide. The group operates through its core business brands - Phonak, Unitron, Advanced Bionics and Connect Hearing - and offers its customers one of the most comprehensive product portfolios in the industry – from hearing aids to cochlear implants to wireless communication solutions.

Founded in 1947, the company is currently present in over 90 countries across the globe and has a workforce of over 9,000 dedicated employees. It is a public company, traded on the SIX Swiss Exchange.

Phonak LLC, headquartered in Warrenville, IL, was founded in 1989 and is the largest group company within Sonova. It manufactures and distributes digital hearing instruments and wireless accessories to hearing health professionals throughout the United States.
Phonak LLC / USA / Aurora (IL)
Quality Auditor
● Accountable for VA CC and PCR quality of calls and soft skills
● Increase service levels in competitive market
● Provide individual coaching and immediate feedback to the agents
● Work closely with Manager and Supervisors for VA CC and PCR to ensure quality and
training are working hand in hand to exceed our customer needs
● Proactively identify areas of opportunity for improvement
● Provide soft skills training to new VA CC or PCR employees
● Provide cross-training for VA CC and PCR teams on process changes
● Listen, rate and monitor calls per guidelines by team
● Consistently displays “role model” behavior of service excellence to peers
● Create a positive team friendly environment
● Maintain consistent attendance as required within departmental guidelines
● Perform all tasks assigned by managers in a timely fashion


● High school graduate, college preferred

General Skills and Attributes:
● At least 4 years experience at Phonak, including 2 years Customer Service/PCR
● Minimum 1 year experience with Cisco, quality management software and execution ,
● Problem analysis and resolution skills
● Driven, self-motivated and results oriented
● Experience with Microsoft Word and Excel
● Strong written/verbal communication and technical skills
● Demonstrated ability to adjust priorities and manage time efficiently
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Phonak LLC
4520 Weaver Parkway
IL 60555-3927 Warrenville