Job Description :
Alphanumeric is hiring a Remote QA Specialist to our virtual Medical Information Contact Center to participate in the expansion of the EMEA region for a virtual Covid-19 call center.
Working closely with our Global QA Leadership and partners across the business, people leaders, and employees, this role will focus on implementing and evolving practical and timely solutions that optimize and consistently evaluate our service delivery and patient experience.
Education / Experience :
Higher Education in Pharma or Life Sciences
2-5 years of contact center customer care, and QA and regulatory experience preferred
Familiarity with contact center technologies and call monitoring experience
Nurse or Pharmacist license is a plus; international experience in medical call centers appreciated
Knowledge of FDA requirements and good clinical practices
A background in vaccines is preferred
Highlights of the role
Work with a dynamic energetic team
100% Remote Work
PharmD or similar healthcare licensed professional
Develop, design, and execute on QA programs in alignment with leadership and organizational priorities.
Track performance scores and provide reporting & dashboards to leaders during regular calibration sessions.
Monitor HCPs contact center performance on a continuing basis, taking the appropriate steps to improve its effectiveness, compliance to policy, and increase the level of service.
Collaborate with other teams to identify trends, streamline processes, and derive solutions to minimize quality assurance concerns to improve overall customer experience
Responsible for creating actionable insights that drive performance, by gathering requirements, design and deployment of QA program deliverables (including individual, team, leader, and departmental scorecards, call & case audits, and leadership dashboards.)
Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction, and savings.
Stakeholder with leaders at all levels to manage enhancements to quality metrics. Create clearly defined, and mutually agreeable success measures for ongoing QA programs.
Participate in customer and client listening programs to identify customer needs and expectations.
Coordinate and facilitate call calibration sessions for contact center staff.
Provide feedback to contact center team leads and operations leadership.
Prepare and analyze internal and external quality reports for management staff review.
Support Healthcare Professional (HCP) Medical Information employee' evaluation completion and electronic delivery
Become proficient with client Quality Systems for call and omni-channel monitoring and documentation.
Follow all standing and new or modified processes and SOP policies for client and Alphanumeric Systems.
Remain up to date on all compliance training requirements for both client and Alphanumeric Systems