What are the responsibilities and job description for the Quality Program Coordinator position at BCforward?
BCforward is currently seeking a highly motivated Quality Program Coordinator in Lawrence Township, NJ
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 programs2. 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 BMS 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.
- 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 BMS Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion)
- Fluent in English both written and spoken
Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
Interested candidates please send resume in Word format Please reference job code 237037 when responding to this ad.
Salary : $52 - $57
