Contact Center Quality Analyst, Sr. jobs in Rockford, IL

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

We are PCI.

Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

Job Summary:

Provides leadership, coaching & development, and direct supervision of assigned Quality Account Managers and designated staff within their Customer Focused Teams. Also, plans, directs, and coordinates Quality activities of a
designated Customer Focused Team to ensure that goals and objectives of the team are accomplished within prescribed time frames and in budget. Select, supervise, empower, coach, develop and retain a team of qualified individuals including: Associate Quality Account Manager(s) and Quality Coordinator(s) while partnering with the Business Unit Manager to ensure that we deliver a quality product, on time. Drives project success through active leadership to provide PCI a competitive advantage in long-term quality customer management.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.
1. Ensure harmonization of Quality systems and processes across Customer Focused Teams.
2. Lead assigned quality improvement efforts that bring improved performance and regulatory compliance to selected activities within the Customer Focused Teams.
3. Ensure effective and timely communication of issues to appropriate levels of management.
4. Select, supervise, empower, coach, develop and retain a team of qualified individuals through effective employee development, performance management, succession planning and recognition.
5. Ensure the appropriate team structure is in place by performing workload analysis to manage headcount and to ensure we deliver on customer and business commitments.
6. Establish quality team and individual goals and objectives in alignment with Customer Focused Team goals and customer requirements.
7. Ensure strong alignment and coordination with other business units and functional groups. Collaborate on best practices with other Quality Account Managers and leadership.
8. Facilitate the daily quality team performance to ensure goals and objectives are met and to build a culture of safety, quality, performance, customer service and continuous improvement.
9. Manage the training and development of the team including cross training initiatives and on-boarding of new employees to the team.
10. Provide support for customer audits, visits and conference calls. Work with Customer Focused Team to develop systemic corrective actions to any deviations noted.
11. Oversee investigations, consumer complaints, CAPAs, DEA activities, NMR issues, etc.
12. Collaborate with the other team members to manage and analyze the team performance metrics and customer scorecard.
13. Collaborate with the appropriate Account Executive and Business Unit Manager to coordinate and facilitate the customer Quarterly Business Review's.
14. Provide proactive quality assurance and risk assessment using FMEA, HCCAP, and Quality by Design Adherence to PCI and cGMP policies, procedures, rules and regulations.
15. Supply agreement adherence management.
16. This position may require overtime and/or weekend work.
17. Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
18. Attendance to work is an essential function of this position
19. Performs other duties as assigned by Manager/Supervisor.

Special Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be physically capable to perform the duties listed below with or without reasonable accommodations which may be made to enable individuals with disabilities to perform the essential functions

- Stationary Position: 3/4 of the day and up.

- Move, Traverse: From 1/2 to 3/4 of the day.

- Operate, activate, use, prepare, inspect, or place: From 1/4 to 1/2 of the day.

- Install, place, adjust, apply, measure, use, or signal: None.

- Ascend/Descend or Work Atop: None.

- Position self (to) or Move (about or to): From 1/2 to 3/4 of the day.

- Communicate or exchange information: 3/4 of the day and up.

- Detect, distinguish, or determine: Up to 1/4 of the day. On an average day, the individual can expect to move and/or transport up to 10 pounds less than 1/4 of the day.

This position may have the following special vision requirements.

Close Vision Distance Vision Color Vision Peripheral Vision Depth Perception Ability to focus No Special Vision Requirements

Work Environment:

The following are some environmental conditions that one may be exposed to on a daily basis and for various lengths of time.

* Work is primarily performed at a desk and/or in an office environment. for 3/4 of the day and up. The noise level in the work environment is typically, moderate.

Qualifications:

Required:

- Bacheor's Degree in a related field and/or 7-10 years related experience and/or training.

- College Level Mathematical Skills

- Advanced Computer Skills: Ability to perform the most complex computer tasks and operate various computer programs.

- Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.

- Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.

Preferred:

- Ability to effectively present information to various people as the job requires.
- Ability to work independently and/or part of a team.

- Ability to show success in managing employees.

- Ability to identify and resolve problems in a timely

Join us and be part of building the bridge between life changing therapies and patients.

Equal Employment Opportunity (EEO) Statement:
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.