What are the responsibilities and job description for the Program Excellence Coordinator position at Axelon Services Corporation?
Responsibilities and Requirements
The Quality Program Coordinator is a key member of our Customer Information Services Team, responsible for ensuring that our customer interactions meet the highest standards of quality and compliance. In this role, you will review and analyze multi-channel interactions, identify areas for improvement, and develop strategies to enhance our capabilities.
You will work closely with our CIS teams and external partners to create and manage quality service standards, conduct coaching and feedback sessions, and ensure that KPIs are met across all channels. Additionally, you will prepare historical reporting and analytics, collaborate with our teams to identify opportunities for improvement, and serve as a subject matter expert on CIS processes and procedures.
To succeed in this role, you will require a strong analytical and problem-solving skillset, as well as excellent communication and listening skills. If you are a detail-oriented individual with a passion for quality and customer experience, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Review and analyze multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)
- Identify areas for improvement and develop strategies to enhance capabilities
- Create and manage quality service standards with CIS teams and external partners
- Conduct coaching and feedback sessions with internal and external partners
- Ensure KPIs are met across all channels
Requirements:
- 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
- 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
About Us:
Axelon Services Corporation is a leading provider of outsourcing services, dedicated to delivering exceptional results and value to our clients. We are passionate about building long-term relationships with our clients and partners, and we strive to create a positive impact on the communities we serve.
Why Work With Us:
We offer a dynamic and inclusive work environment, where our employees can grow and develop their careers. We believe in fostering a culture of innovation, collaboration, and teamwork, and we are committed to making a difference in the lives of our customers and stakeholders.
The Quality Program Coordinator is a key member of our Customer Information Services Team, responsible for ensuring that our customer interactions meet the highest standards of quality and compliance. In this role, you will review and analyze multi-channel interactions, identify areas for improvement, and develop strategies to enhance our capabilities.
You will work closely with our CIS teams and external partners to create and manage quality service standards, conduct coaching and feedback sessions, and ensure that KPIs are met across all channels. Additionally, you will prepare historical reporting and analytics, collaborate with our teams to identify opportunities for improvement, and serve as a subject matter expert on CIS processes and procedures.
To succeed in this role, you will require a strong analytical and problem-solving skillset, as well as excellent communication and listening skills. If you are a detail-oriented individual with a passion for quality and customer experience, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Review and analyze multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)
- Identify areas for improvement and develop strategies to enhance capabilities
- Create and manage quality service standards with CIS teams and external partners
- Conduct coaching and feedback sessions with internal and external partners
- Ensure KPIs are met across all channels
Requirements:
- 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
- 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
About Us:
Axelon Services Corporation is a leading provider of outsourcing services, dedicated to delivering exceptional results and value to our clients. We are passionate about building long-term relationships with our clients and partners, and we strive to create a positive impact on the communities we serve.
Why Work With Us:
We offer a dynamic and inclusive work environment, where our employees can grow and develop their careers. We believe in fostering a culture of innovation, collaboration, and teamwork, and we are committed to making a difference in the lives of our customers and stakeholders.
