Customer Experience Quality Coordinator – Omnichannel – Pharma (Hybrid - Lawrenceville, NJ)

Customer Experience Quality Coordinator Omnichannel Pharma (Hybrid - Lawrenceville, NJ)

We are seeking a Customer Experience Quality Coordinator Omnichannel Pharma for a global pharmaceutical client. 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. The focus of the role is Quality excellence for both branded and unbranded omnichannel campaigns and programs and identifying and supporting the execution of continuous improvement efforts leading to improved customer experience, operational quality, and enhanced processes and standards.

This is a 40-hour per-week, 12-month contract (extensions possible), 50% onsite role in Lawrenceville, NJ

This is a W2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

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 CIS partners in the prioritization and execution of targeted training efforts to elevate program performance and coordinate key onboarding deliverables for new CIS partner
• 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 expectations, 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
• 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

Requirements:

• 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)
• Proficient in the use of Microsoft Office. Experience with PowerBI and Tableau preferred
Bachelor's degree required, Life Sciences degree preferred

Please submit your resume to our network at https://www.stage4solutions.com/careers/ (please apply to the Customer Experience Quality Coordinator Omnichannel Pharma (Hybrid - Lawrenceville, NJ) role.

Please feel free to forward this project opening to others who may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information, or other applicable legally protected characteristics.

Compensation: $55/hr. - $59.24/hr.

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