Call Center Quality Lead

Description

You're a proactive problem-solver and have the ability to make customers feel like your friend.

In this role, you will collaborate and support the aligned Engagement Center Quality Manager to monitor agents who are conducting inbound and outbound calls in accordance to the program requirements. Primarily responsible for evaluating the performance of the team to ensure compliance with the expectations of the client. The QA Lead will also be responsible for collaborating with internal and external stakeholders to create and deliver system and process oriented training content to support ongoing project needs. The QA Lead will also be responsible for data monitoring and ad hoc reporting to support client requirements. Must have proficiency with various technology and system resources to optimize ability to identify and improve team performance. Perform a range of duties to maximize productivity and quality customer care.

You will :

• Assist the Quality Manager to ensure project teams meet the needs of the business aligned to the BRD requirements
• Complete all quality led monitoring activities (i.e. calls and emails) as assigned
• Identify trends and provide insights to appropriate stakeholders to enhance coaching and training
• Record evaluations utilizing program specific quality monitoring forms
• Maintain constant communication with key individuals about the status of quality related issues / resolutions and deliverables
• Demonstrate knowledge of company and client standards, compliance guidelines, product and disease state landscape
• Evaluate team performance through monitoring and deliver coaching feedback to ECMs to improve productivity and success on the program
• Familiarization of and adherence to all engagement center processes, tools, and technology
• Assist with other day-to-day administrative tasks when applicable to assigned projects
• Participate in quality monitoring calibration sessions (internal & external stakeholder)
• Assist in resolving project-related issues
• Ensure SOPs are adhered to and works with internal stakeholders to review and provide feedback on new SOP's as necessary
• Collaborate and communicate with internal leadership and support teams to share insights and barriers to success
• Assist Quality Manager in ensuring team meets all performance metrics related to the SDEA (Safety data exchange agreement)
• Participate in meetings and conference calls, as needed
• Generate / review and distribute reports weekly, monthly, or quarterly
• Participate in client or internal audits or reviews

Essential Requirements :

Education and Experience

Skills

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

Why Syneos Health? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you're empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world.

W o r k H e r e M a t t e r s E v e r y w h e r e | How are you inspired to change lives?

Syneos Health companies are affirmative action / equal opportunity employers (Minorities / Females / Veterans / Disabled)

Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.

At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.

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