Quality Program Coordinator

TEKsystems
$50.00 - $59.24 / hr
life insurance, sick time, 401(k), retirement plan
United States, New Jersey, Lawrence
Mar 27, 2025
Description Job Title: Quality Program Coordinator 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 areas 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: - Bachelors 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 Values Integrity Innovation Urgency Passion Accountability and Inclusion - Fluent in English both written and spoken Working Conditions: Office environment Exposure to hazards or disagreeable conditions: N/A Travel required: N/A Pay and Benefits The pay range for this position is $50.00 - $59.24/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Lawrence,NJ. Application Deadline This position is anticipated to close on Mar 31, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.