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We are excited to announce we are looking for a **Quality Program Manager** to join our team!

The **Quality Program Manager**

will manage the Quality and operations functions of our Copay Contact Center programs, ensuring that all program initiatives are completed in accordance with SOPs, policies, and best practices. A successful candidate must have experience with developing quality standards in business processes and suggesting improvements. This Client-Facing position liaises with other cross-functional teams within the organization to drive the identification and delivery of quality solutions that support Patient Services.

This role requires relationship management, strategic planning, quality assurance, and project management skills within a contact center environment, as well as knowledge of various platform applications such as Microsoft Dynamics, reporting tools such as Power BI, and telephony platforms.

Responsibilities include but are not limited to:

• Support the Director, Quality with project activities to achieve quality deliverables and high customer value.

• Oversee and manage Quality program to ensure that contact center agents are interacting with customers in accordance with guidelines.

• Evaluate Contact Center performance against defined Service Level Agreements.

• Monitor compliance regarding proper and appropriate use of approved Client resources.

• Identify trends, such as month over month quality performance metrics and any missed SLAs at the organizational level.

• Prepare and deliver monthly project summary reports.

• Assist with planning and delivery of training and client periodic meetings.

• Attend and support weekly Client and program staff meetings.

• Design and lead key Quality initiatives to improve team performance in creating an exceptional customer experience.

• Directly supervise and manage assigned personnel and projects as directed.

Minimum requirements:

• Bachelor's Degree preferred.

• 5+ years Program Management or 5+ years as a Quality Assurance Analyst, in a Contact Center environment.

• Biotech, Life Science, or Pharmaceutical industry experience is required.

• Salesforce experience preferred.

• Knowledge and prior experience in Telephony platforms preferred.

• Experience with Workforce Management in a Contact Center environment.

• Ability to quickly learn details of multiple IT systems, integrations, and cloud applications.

• Demonstrated excellence in critical thinking and analysis, small and large group facilitation, and presentation skills.

• Demonstrated ability/experience in thinking at a high-level but have the ability to get into details.

• 2+ years’ experience in leading a team within a Contact Center environment

• Excellent interpersonal, verbal, and written communication skills.

• Ability to work comfortably at all levels within the organization up to the senior management level.

• 10% travel may be required.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

The potential base pay range for this role is $80,000 - $95,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.

To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.

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