Call Center Quality Lead

Description You’re a proactive problem-solver and have the ability to make customers feel like your this role, you will collaborate and support the aligned Engagement Center Quality Manager to monitor agents who are conducting inbound and outbound calls in accordance to the program requirements. Primarily responsible for evaluating the performance of the team to ensure compliance with the expectations of the client. The QA Lead will also be responsible for collaborating with internal and external stakeholders to create and deliver system and process oriented training content to support ongoing project needs. The QA Lead will also be responsible for data monitoring and ad hoc reporting to support client requirements. Must have proficiency with various technology and system resources to optimize ability to identify and improve team performance. Perform a range of duties to maximize productivity and quality customer care.You will:Assist the Quality Manager to ensure project teams meet the needs of the business aligned to the BRD requirementsComplete all quality led monitoring activities (i.e. calls and emails) as assignedIdentify trends and provide insights to appropriate stakeholders to enhance coaching and trainingRecord evaluations utilizing program specific quality monitoring formsMaintain constant communication with key individuals about the status of quality related issues/resolutions and deliverablesDemonstrate knowledge of company and client standards, compliance guidelines, product and disease state landscapeEvaluate team performance through monitoring and deliver coaching feedback to ECMs to improve productivity and success on the programFamiliarization of and adherence to all engagement center processes, tools, and technologyAssist with other day-to-day administrative tasks when applicable to assigned projectsParticipate in quality monitoring calibration sessions (internal & external stakeholder)Assist in resolving project-related issuesEnsure SOPs are adhered to and works with internal stakeholders to review and provide feedback on new SOP’s as necessaryCollaborate and communicate with internal leadership and support teams to share insights and barriers to successAssist Quality Manager in ensuring team meets all performance metrics related to the SDEA (Safety data exchange agreement)Participate in meetings and conference calls, as neededGenerate/review and distribute reports weekly, monthly, or quarterlyParticipate in client or internal audits or reviewsEssential Requirements:Education and ExperienceBA/BS degree preferred; HS Diploma/GED requiredMinimum 2 years of experience in a client services/call center roleOne or more years of experience in the pharmaceutical industryAt least one year of quality leadership experience [peer-to-peer or direct reports]HCP credential (RN, PharmD, LPN, etc.) is preferredSkillsStrong interpersonal and communication skills (verbal and written)Powerful customer focus; effective listener, a great attitude, professionalism, high level of energyReinforce a customer centric approach to addressing and resolving concerns to establish rapport and trustThe drive for self-development, the ability to collaborate, and action-oriented work ethicStrong multi-tasking abilityLeadership skillsNavigating changeHigh level of attention to detailDisciplinedAccountabilityCommitment to excellenceSelf-motivatingInitiative and creativityPlanning and organizational skillsKnowledge of information systems and logistics as it relates to client needsSpecific knowledge of client business and operationsAbility to leverage knowledge of Syneos Health Products and ServicesSkill in troubleshooting and problem-solvingData analysisAt Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.Why Syneos Health? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you’re empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients’ lives around the world. Work Here Matters Everywhere How are you inspired to change lives?Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements. At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.400002491

Created: 2025-10-20