What are the responsibilities and job description for the Quality Assurance Specialist position at Axelon Services Corporation?
Job Overview
The Customer Information Services Team at Axelon Services Corporation is seeking a skilled Quality Program Coordinator to join our team. This role plays an important part in the ongoing management of the performance of our capabilities and external partners, ensuring high-quality interactions with customers.
In this position, you will focus on two key areas: quality excellence for branded and unbranded omni-channel campaigns and programs, and identifying and supporting continuous improvement efforts leading to improved customer experience, operational quality, and enhanced processes and standards.
Your responsibilities will include conducting reviews of multi-channel interactions, supporting adherence to regulations and contractual requirements, preparing historical reporting and analytics, and collaborating with CIS teams and external partners in creating and managing quality service standards.
This role requires a strong analytical and problem-solving skillset, as well as excellent communication and listening skills. You will work closely with our teams to identify opportunities for improvement and develop strategies to enhance our capabilities.
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:
- Conduct reviews of multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)
- Support adherence to regulations, SOPs, and contractual requirements
- Prepare and maintain historical reporting and analytics
- Collaborate with CIS teams and external partners in creating and managing quality service standards
- Serve as subject matter expert on CIS processes and procedures
- Conduct routine coaching and feedback sessions with internal and external partners
- Ensure Key Performance Indicators (KPIs) across all channels and external partners are monitored effectively
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 Customer Information Services Team at Axelon Services Corporation is seeking a skilled Quality Program Coordinator to join our team. This role plays an important part in the ongoing management of the performance of our capabilities and external partners, ensuring high-quality interactions with customers.
In this position, you will focus on two key areas: quality excellence for branded and unbranded omni-channel campaigns and programs, and identifying and supporting continuous improvement efforts leading to improved customer experience, operational quality, and enhanced processes and standards.
Your responsibilities will include conducting reviews of multi-channel interactions, supporting adherence to regulations and contractual requirements, preparing historical reporting and analytics, and collaborating with CIS teams and external partners in creating and managing quality service standards.
This role requires a strong analytical and problem-solving skillset, as well as excellent communication and listening skills. You will work closely with our teams to identify opportunities for improvement and develop strategies to enhance our capabilities.
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:
- Conduct reviews of multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)
- Support adherence to regulations, SOPs, and contractual requirements
- Prepare and maintain historical reporting and analytics
- Collaborate with CIS teams and external partners in creating and managing quality service standards
- Serve as subject matter expert on CIS processes and procedures
- Conduct routine coaching and feedback sessions with internal and external partners
- Ensure Key Performance Indicators (KPIs) across all channels and external partners are monitored effectively
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.
