What are the responsibilities and job description for the Call Center Manager position at Sunrise Systems, Inc.?
Job Title: Quality Program Coordinator
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.
Main Responsibilities:
- Conduct reviews of multi-channel interactions 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
- Collaborate with CIS team and external partners in creating and managing the quality service standards, SOPs, and work instructions
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
