Senior Call Center Quality Specialist
McKesson
full-time
Posted on:
Location Type: Hybrid
Location: Cary • North Carolina, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $23 per hour
Job Level
Senior
About the role
- Execute the Quality Control monitoring program with a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.
- Evaluate people, process and technology improvements to enhance Biologics’ ability to improve customer satisfaction and maintain compliance.
- This includes, but not limited to: Operations workflow, Telephone interactions, Documentation processes, Timeliness and accuracy of processes versus performance metric goals, Compliance to HIPAA and Adverse Events.
- Be fair and consistent with feedback and assume positive intent when providing feedback while considering how the recipient may receive the feedback.
- Give actionable recommendations for improvement.
- Document and report findings of identified opportunities for improvement and/or instances of variance from procedure in a timely manner.
- Formulate recommendations to improve team quality and track action/ remediation efforts with a focus on continuous improvement.
- Work collaboratively with Quality Assurance to ensure congruent quality efforts and knowledge transfer.
- Provide support by working with Program Management and Business Intelligence to pull and analyze data reports.
Requirements
- Typically requires 5+ years of related experience
- Proficiency in Microsoft Word, Excel, and PowerPoint applications
- Strong quality orientation including the ability to focus on details and adherence to standards
- Ability to communicate effectively, both written and oral
- Strong problem-solver with the ability to present issues clearly and provide answers
- Highly motivated and committed to excellence with a positive attitude
- Able to accept and deliver feedback from and to all levels within the organization
- Healthcare or pharmacy experience a plus
- 1 year quality experience a plus
- Bachelors or equivalent experience in a related field a plus
Benefits
- competitive compensation package
- health insurance
- flexible work arrangements
- professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality controldata analysisdocumentation processescomplianceproblem-solvingcontinuous improvementperformance metricsquality assurancecustomer satisfactionbiologics
Soft skills
communicationfeedback deliveryteam collaborationaction-orientedattention to detailpositive attitudemotivationfairnessconsistencyrecommendation formulation