What are the responsibilities and job description for the Quality Program Manager position at SSi People?
Job Title: Quality Program Coordinator
Location: Princeton Pike, Lawrenceville, NJ
Duration: 12 months with possible extension
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.
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.
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
• Effective communicator with excellent verbal and written skills both in comprehension and expression
• Exhibits all Client Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion)
• Fluent in English both written and spoken
