60 Seconds with Emma Whitlock
WHAT IS YOUR ROLE?
I am a Client Support Representative at the Acton, Massachusetts corporate office, working closely with our Canadian clients while actively supporting our staff and auditors in Canada. I also process corrective action responses from clients (American, Canadian and international), ensuring that the process follow correct procedures and maintain efficiency. Furthermore, I also translate documentation into English as necessary.
MOST MEMORABLE MOMENT AT WORK?
A conversation that I had with a client one year ago. He was a new client and made it point to tell me that he appreciated our professionalism, clarity, timeliness and our customer service. From the beginning (sales and audit planning) to the audit itself and to the completed certification, he was impressed how well the whole process went.
He also complimented us on our international breadth, indicating that his company has a site in Mexico that he was looking to eventually certify that site there with us.
FAVORITE THINGS ABOUT WORKING FOR NQA?
I am very lucky to work with a great team of colleagues who embody the concepts of cooperation and mutual support. We keep open lines of communications and help each other when questions arise and solve them together and recognize each employee’s contribution to our team and to our clientele. Our team is also solid in experiences in different fields. This is one of our strengths, enabling us to see an issue from different viewpoints, conceive feasible solutions and further grow professionally.
In office, we also periodically have “Lunch and Learns” where someone from the office or outside presents us new developments on emerging industry changes and trends. This updates us on what is currently happening or will happen in the industry. During this time, we eat lunch together (ordered from local restaurants) and it is a team building experience too.
I also like my interactions with clients and staff in other countries, including Canada. I enjoy a good rapport with my Canadian team (operations, sales and auditors) and we work together well – this translates well into our high level of client satisfaction. I also enjoy working with our clients and learning from them as well!
TOP TIP FOR PEOPLE LOOKING AT CERTIFICATION?
Look at certification as an integral part of your management system in terms of short, medium and long-term strategic planning. While initially pursuing certification in response to specific industry and/or customer requirements, clients find that the certification process improves their management systems to accommodate their needs beyond their expectations.
HOW MIGHT YOU BE ABLE TO HELP OUR READERS?
We offer many auditable standards that your company may be looking to pursue. Our staff is proactive and ready to work with you throughout the entire certification process. I am multilingual, speaking French, Italian and Spanish (and some Croatian and Turkish). If you have any questions, feel free to contact me.