Job Title: Quality Program Coordinator Site Location: Princeton Pike, Lawrenceville, 08648 Work Schedule: Monday - Friday, Business Hours Duration: 12 Months Onsite/Hybrid: Hybrid role, 50% onsite required
The Quality Program Coordinator, Customer Information Services (CIS), serves as a member of the Customer Information Services Team. This team is focused on designing, delivering, and continuously evolving Commercialization contact center capabilities while optimizing customer experience.
Reporting to the Director, Customer Information Services, the Quality Program Coordinator plays an important role as part of our Customer Information Services team. This role is instrumental in the ongoing management of the performance of our capabilities and our external partners, ensuring all interactions with Customers are managed in a high quality, compliant, and consistent manner.
This role will focus on 2 key areas: 1, Quality excellence for both branded and unbranded omni-channel campaigns and programs 2, Identifying and supporting execution of continuous improvement efforts leading to improved customer experience, operational quality, and enhanced processes and standards.
This role will support CIS partners in the prioritization and execution of targeted training efforts to elevate program performance and coordinate key onboarding deliverables for new CIS partner staff.
RESPONSIBILITIES: • Conduct reviews 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 • Support adherence to regulations, SOPs, and contractual requirements, including compulsory training of partner teams • Prepare and maintain historical reporting and analytics as related to quality and reporting results. Report CIS and partner teams on ongoing performance/quality trends, as well as customer friction points, needs, and expectation, and opportunities for improvement • Support and manage quality reporting requirements for new and existing channels and programs • Collaborate with CIS team and external partners in creating and managing the quality service standards, SOPs, and work instructions • Serves as subject matter expert on CIS processes and procedures • Conduct routine coaching and feedback sessions with internal and external 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 • Supports audit readiness both internally and externally within assigned area(s) of responsibility • Maintain in-depth knowledge of all applicable 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 • Coordinate training priorities and deliverables with external partners to in support of continuous improvement efforts, process change management and new product information • Performs other duties and projects as assigned
QUALIFICATION & EXPERIENCE: • Bachelor’s degree required, Life Sciences degree preferred • 3+ 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. Experience with PowerBI and Tableau preferred • Effective communicator with excellent verbal and written skills both in comprehension and expression • Exhibits all client's Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion) • Fluent in English both written and spoken
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $56.00/hr.
