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Call Center Quality Assurance Specialist

Location: Horsham, PA, United States
Job # 11634948
Date Posted: 11-27-2018
Title: Call Center Quality Assurance Specialist
Location: Horsham, PA 19044
Salary: $22.00 - $25.00 Hourly
6 Month Contract (potential to extend or convert)

Company Overview:
Our client is a leading provider of patient recruitment solutions for the pharmaceutical industry. Their proprietary software and databases, in conjunction with their recruitment process expertise, allow pharmaceutical companies to identify qualified patients for clinical studies, and track them in the detail required to maximize enrollment. 

Position Summary:
The Call Center Quality Assurance Specialist is responsible for monitoring and documenting call center agent call quality in support of quality goals and initiatives. The Quality Assurance Specialist will evaluate both verbal and screener accuracy by the call center agents. This team member will participate in the call calibration sessions and provide coaching and development feedback to the external call center teams. The Quality Assurance Specialist will fairly and consistently review the calls for accuracy, superior service and quality to our customers. The Quality Assurance Specialist will document the call quality results in our quality assurance platform and provide feedback to the internal and external call center teams.

Job Responsibilities:
  • Monitor agent calls and follow screener activity for accuracy of information and call handling standards
  • Ensure that agents are delivering a high level of customer service
  • Verify that agents are providing accurate solutions to customers
  • Record evaluations utilizing departmental quality monitoring forms
  • Deliver coaching feedback to call center QA and management teams on call performance and screener accuracy
  • Provide internal and external management teams with regular performance feedback on the agents
  • Join weekly call calibration sessions
  • Prepares and analyzes quality reports for internal and external review
  • Participates in the redesign of quality monitoring forms and quality standard
Qualifications and Experience:
  • Bachelor's degree or equivalent and relevant formal academic / vocational qualification
  • 3+ years of relevant experience
  • Demonstrated and superior client management and customer service skills
  • Understanding of clinical trial process
  • Demonstrated ability to successfully develop and manage project timelines, budgets and payment allocations.
  • Knowledge in managing multiple external vendors
  • Demonstrated proficiency with MS Office Suite (Word, Excel, and PowerPoint) and Publisher.
  • Strong written and verbal communication and interpersonal skills.
  • Excellent organizational skills and strong attention to detail, with proven ability to handle multiple tasks effectively.
  • Implement problem-solving and critical-thinking techniques effectively.
  • Demonstrated ability to work independently as well as part of a team.
Please submit an updated version of your resume for immediate consideration. Thank you!

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