Contact Center Training Manager pharma

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 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

QUALIFICATION & EXPERIENCE:

• 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
• 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