Job Description

Position Summary

This role supports the Operations Department, which is responsible for ensuring that assessment activities are conducted professionally and that client expectations are consistently exceeded. The position plays a key role in guiding clients through the certification process while maintaining high-quality service standards.

Key Responsibilities

Departmental Objectives

• Ensure assessment activities are technically sound and exceed client expectations.

• Manage the client journey through the certification lifecycle.

Primary Duties

• Maintain proactive communication with assigned clients.

• Track and update various status reports.

• Create and maintain client profiles within the EQM database.

• Perform complex clerical tasks following established protocols.

• Compile data from various sources to generate reports and listings.

• Interact with clients professionally to offer timely assistance.

• Maintain audit planners for multisite accounts and support certificate-related tasks.

Client Support Responsibilities

• Serve as the main point of contact for assigned clients from the start of the service agreement through their lifecycle, unless reassigned.

• Maintain and secure client files.

• Develop new client files including contract review, scope development, and activity schedules.

• Address client inquiries, provide updates, and manage client satisfaction.

• Administer use of logos, process complaints, and track corrective actions.

• Ensure adherence to Operations KPIs and certification maintenance requirements.

• Support program management initiatives and maintain necessary documentation for multisite audits.

• Assist with invoicing, expense rebilling, and collections as needed.

Qualifications & Experience

• High school diploma or equivalent required.

• 2–3 years of customer service experience preferred.

• Strong written and verbal communication skills in English.

• Knowledge of ISO 9001 and related certification schemes is an asset.

• Proficiency in Microsoft Office; experience with EQM or similar database systems preferred.

• Must possess excellent administrative and client interaction skills.

Preferred Skills

• Strong interpersonal and communication abilities.

• Ability to work independently and within a team.

• Highly organized and capable of managing multiple tasks simultaneously.

• Positive attitude and a proactive, problem-solving mindset.

• Commitment to professional growth and continuous improvement.

• Flexibility to take on additional duties as required.

Working Conditions

• Remote work arrangement with support from the Acton, MA office.

Equal Employment Opportunity Statement

This organization is committed to providing equal employment opportunities to all individuals regardless of race, color, ancestry, religion, sex, gender identity, sexual orientation, marital status, age, national origin, disability, pregnancy, childbirth or related medical conditions. All employment decisions, including recruitment, hiring, promotions, compensation, and terminations, are made without bias.

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