Description
Job Title : Contact Center and Teleservices Manager Location: Lawrence Township, NJ - Hybrid (up to 2 days/week remote) Duration:12 months initial (potential extension or right to hire) Job Description: Position: Contact Center Quality Analyst Location: US, New Jersey (Princeton), Hybrid (up to 2 days/week remote) At Client, we are inspired by a single vision transforming patients lives through science. In oncology, hematology, immunology and cardiovascular disease and one of the most diverse and promising pipelines in the industry each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference. Position Summary Reporting to the Contact Center Capabilities Lead, the Contact Center Quality Analyst plays an important role as part of our Commercial Contact Center team. This new role will be instrumental in the ongoing management of the performance of our capabilities and external partners, ensuring all interactions with Customers are managed in a high quality, compliant, and consistent manner. Patients are at the center of everything we do at Client. The ideal candidate should be obsessed with the experience of our customers and how we can best support them throughout their journeys. Key Responsibilities Daily review 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 Ensures adherence to regulations, SOPs, and contractual requirements Prepare and maintain historical reporting and analytics as related to quality and reporting results. Report to leadership and matrix team on ongoing performance/quality trends, as well as customer friction points, needs, and expectation, and opportunities for improvement Develop and manage quality reporting requirements for new and existing channels and programs Collaborate with Contact Center team and external partners in creating and managing the quality service standards, SOPs, and work instructions Serve as subject matter expert on all Commercial Contact Center processes and procedures Implement and manage internal document repository for Contact Center contracts, SOPs, processes, reports, and other relevant information Conduct routine coaching and feedback sessions with external contact center 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 Ensures 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 Performs other duties and projects as assigned Qualifications & Experience Bachelors degree required 5+ 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, especially Excel and PowerPoint 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 Why You Should Apply Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues. Client recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. If you feel you are qualified with the required skills and if you are interested , please free to send your word version most updated resume TAILORED to the job description above to or call . If hired, you will enjoy the following Eclaro Benefits: 401k Retirement Savings Plan administered by Merrill Lynch Commuter Check Pretax Commuter Benefits Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
