Quality Program Coordinator at ECLARO
Lawrence Township, NJ
About the Job
Quality Program Coordinator
Job Number: 25-04008
Job Number: 25-04008
Be part of a company that delivers life-changing healthcare solutions. ECLARO is looking for a Quality Program Coordinator for our client in Lawrence Township, NJ.
ECLARO’s client is a leader in the Biopharmaceutical Industry, providing quality, innovative, and affordable medicines that make a difference in the lives of patients all over the world. If you’re up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:
- 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 the capabilities and the 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:
- Quality excellence for both branded and unbranded omnichannel campaigns and programs.
- 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 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.
- 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.
Qualifications:
- 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 Power BI and Tableau, preferred.
- 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.
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
If interested, you may contact:
Paul Quibuyen
Christian.Quibuyen@eclaro.com
646-695-2942
Paul Quibuyen | LinkedIn
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.