Quality Program Manager

IQVIA•Northborough, MA

2d•$80,000 - $95,000

About The Position

We are excited to announce we are looking for a Quality Program Manager to join our team! The Quality Program Manager will manage the Quality and operations functions of our Copay Contact Center programs, ensuring that all program initiatives are completed in accordance with SOPs, policies, and best practices. A successful candidate must have experience with developing quality standards in business processes and suggesting improvements. This Client-Facing position liaises with other cross-functional teams within the organization to drive the identification and delivery of quality solutions that support Patient Services. This role requires relationship management, strategic planning, quality assurance, and project management skills within a contact center environment, as well as knowledge of various platform applications such as Microsoft Dynamics, reporting tools such as Power BI, and telephony platforms.

Requirements

Bachelor's Degree preferred.
5+ years Program Management or 5+ years as a Quality Assurance Analyst, in a Contact Center environment.
Biotech, Life Science, or Pharmaceutical industry experience is required.
Knowledge and prior experience in Telephony platforms preferred.
Experience with Workforce Management in a Contact Center environment.
Ability to quickly learn details of multiple IT systems, integrations, and cloud applications.
Demonstrated excellence in critical thinking and analysis, small and large group facilitation, and presentation skills.
Demonstrated ability/experience in thinking at a high-level but have the ability to get into details.
2+ years’ experience in leading a team within a Contact Center environment
Excellent interpersonal, verbal, and written communication skills.
Ability to work comfortably at all levels within the organization up to the senior management level.
10% travel may be required.

Nice To Haves

Salesforce experience preferred.

Responsibilities

Support the Director, Quality with project activities to achieve quality deliverables and high customer value.
Oversee and manage Quality program to ensure that contact center agents are interacting with customers in accordance with guidelines.
Evaluate Contact Center performance against defined Service Level Agreements.
Monitor compliance regarding proper and appropriate use of approved Client resources.
Identify trends, such as month over month quality performance metrics and any missed SLAs at the organizational level.
Prepare and deliver monthly project summary reports.
Assist with planning and delivery of training and client periodic meetings.
Attend and support weekly Client and program staff meetings.
Design and lead key Quality initiatives to improve team performance in creating an exceptional customer experience.
Directly supervise and manage assigned personnel and projects as directed.