Quality Assurance Business Analyst Supervisor Contact Center Operations

$50,000 - $60,000/Yr

IQVIA - Bridgewater Township, NJ

Part-time - Mid Level

Bridgewater Township, NJ

Professional, Scientific, and Technical Services

About the position

The Quality Assurance Business Analyst Team Lead/Supervisor plays a crucial role in maintaining and enhancing service quality within the contact center. This leadership position involves managing a team of Quality Assurance Business Analysts (QAAs), ensuring compliance with industry standards, and driving continuous improvement initiatives to boost client satisfaction and optimize business processes.

Responsibilities

• Direct a team of QAAs, fostering a culture of excellence and compliance.
• Provide comprehensive training and mentorship, including performance evaluations to enhance team capabilities.
• Monitor and ensure the team's performance meets or surpasses service quality benchmarks.
• Oversee the accuracy of information provided by QAAs and maintain strict compliance with protocols.
• Conduct regular coaching sessions to review performance evaluations and promote professional development.
• Gain in-depth knowledge of the contact center's supported programs to provide expert guidance.
• Serve as a subject matter expert (SME), offering insights and solutions for complex issues.
• Ensure clients receive maximum value from our services through diligent service delivery.
• Liaise with internal teams to address client data requirements and uphold service quality.
• Develop and implement quality assurance best practices to refine operational procedures.
• Generate detailed quality reports and perform ad-hoc analyses to guide strategic decision-making.
• Maintain compliance with IQVIA data verification protocols and standards pertinent to pharmaceutical programs and patient affordability.

Requirements

• Bachelor's degree or equivalent professional experience is preferred.
• At least 3 years of experience in a contact center environment, healthcare sector experience is advantageous.
• Familiarity with pharmaceutical manufacturing processes and patient support programs.
• Proven track record in quality monitoring within a contact center setting.
• Outstanding communication and interpersonal skills are essential.

Benefits

• Incentive plans
• Bonuses
• Health and welfare benefits