Call Center Quality Manager

Description

You’re driven, resourceful, and above all else - remarkably smart.

You are the first to roll up your sleeves and work with endless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it . The Quality Assurance Manager is a customer facing role. You will be responsible for performing application audits and assisting with call monitoring to ensure adherence to program business rules and Engagement Center policies and procedures. You will also monitor and document agent call quality in support of the departmental quality goals and initiatives.

You will:

• Assist the Director, Operations & Quality with SOP’s; write, review, update and finalize, and maintain SOP drive.
• Assist in monitoring inbound and outbound calls in all programs within Engagement Center to ensure quality, customer service and adherence to policies and procedures of the organization.
• Provide HIPAA training & ensure compliance.
• Provide trending reports demonstrating impact from coaching and training.
• Record evaluations utilizing departmental quality monitoring forms.
• Deliver coaching feedback to agents on call and email performance.

Essential Requirements

• Bachelor’s Degree
• Active HCP license (RN, NP, PharmD, PA, etc)
• 3 – 5 years of Engagement Center/Call Center experience
• 2 years of experience managing Quality Assurance in an Engagement Center environment
• Demonstrated ability to train and develop new and existing support agents.

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.

Work Here Matters Everywhere | 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.