Quality Program Coordinator

Job Title : Quality Program Coordinator

Duration : 12 months Contract (Possible extension based on work performance)

Location : Lawrence Township, NJ 08648

Onsite / Hybrid : Hybrid role, 50% onsite required

Work Schedule : Monday - Friday, Business Hours

Job Description :

The Quality Program Coordinator, Customer Information Services (CIS), serves as a member of the Customer Information Services Team. This team is focused on designing, delivering, and continuously evolving Commercialization contact center capabilities while optimizing customer experience.

Reporting to the Director, Customer Information Services, the Quality Program Coordinator plays an important role as part of our Customer Information Services team. This role is instrumental in the ongoing management of the performance of our capabilities and our external partners, ensuring all interactions with Customers are managed in a high quality, compliant, and consistent manner.

This role will focus on 2 key areas :

1, Quality excellence for both branded and unbranded omni-channel campaigns and programs

2, Identifying and supporting execution of continuous improvement efforts leading to improved customer experience, operational quality, and enhanced processes and standards.

This role will support CIS partners in the prioritization and execution of targeted training efforts to elevate program performance and coordinate key onboarding deliverables for new CIS partner staff.

RESPONSIBILITIES :

Conduct reviews of multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS), in

accordance with our policies, to ensure quality measures and experiences are achieved

Support adherence to regulations, SOPs, and contractual requirements, including compulsory training of partner

teams

Prepare and maintain historical reporting and analytics as related to quality and reporting results. Report CIS and

partner teams on ongoing performance / quality trends, as well as customer friction points, needs, and expectation,

and opportunities for improvement

Support and manage quality reporting requirements for new and existing channels and programs

Collaborate with CIS team and external partners in creating and managing the quality service standards, SOPs, and

work instructions

Serves as subject matter expert on CIS processes and procedures

Conduct routine coaching and feedback sessions with internal and external partners to calibrate and improve

quality of performance

Ensure the Key Performance Indicators (KPIs) across all channels, as well as external partners and internal

capabilities, are monitored effectively and efficiently

Supports audit readiness both internally and externally within assigned area(s) of responsibility

Maintain in-depth knowledge of all applicable Client Corporate SOPs and directives

Supports team compliance lead with internal / external audits, resolution of escalations, and pharmacovigilance

reconciliation processes

Participates in user acceptance testing of system enhancement / updates

Coordinate training priorities and deliverables with external partners to in support of continuous improvement efforts, process change management and new product information

Performs other duties and projects as assigned

QUALIFICATION & EXPERIENCE :

Bachelor's degree required, Life Sciences degree preferred

3+ years of Contact Center quality assurance and / or training experience; preferably in Life Sciences,

Pharmaceutical, or Healthcare industries

Experience with multi-channel contact centers (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)

Proactive self-starter with the ability to work independently

Must be detail oriented and have excellent listening skills and ability to analyze and recognize subtleties in a

conversation

Strong analytical and problem-solving skills

Proficient in the use of Microsoft Office. Experience with PowerBI and Tableau preferred

Effective communicator with excellent verbal and written skills both in comprehension and expression

Exhibits all Client Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion)

Fluent in English both written and spoken

Working Conditions : Office environment

Exposure to hazards or disagreeable conditions : N / A

Travel required : N / A

Additional Job Requirements :

None