QA/Team Lead, Engagement Center

Updated: October 7, 2019
Location: Newtown, PA, United States
Job ID: 6153

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Overview

You’re driven, resourceful, and above all else - remarkably smart. You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.

Responsibilities

The Engagement Center QA/Team Lead is part of our Deployment Solutions team, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry.

The QA/Team Lead collaborates and supports the aligned project manager to monitor designated Engagement Center specialist 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/Team 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 /Team 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.

Key Job Responsibilities:

  • Ensure project teams meet the needs of the business
  • Coordinate between all appropriate Syneos Health service departments to accomplish project essential tasks and deliverables
  • Collaborates and communicates with internal leadership and support teams to share insights and barriers to success
  • Maintain constant communication with key individuals about the status of issues/resolutions and deliverables
  • Handle daily operations to ensure correct procedures are followed and coordinate with program manager to provide directions to aligned team on what to do and how to improve
  • Scheduling project team work shifts to ensure adequate phone coverage
  • Responding to customer concerns can be challenging or monotonous at times. Reinforce a customer centric approach to addressing and resolving concerns to establish rapport and trust
  • Participate in the recruiting, interviewing, and hiring process
  • Demonstrate knowledge of company and client standards, compliance guidelines, product and disease state landscape
  • Evaluate team performance through frequent monitoring and coaching to improve productivity and success on the program
  • Ensure team meets all performance metrics (call quality, call guide, average time, interaction notes, follow-up, etc)
  • Identify and develop program specific customer service skills to enhance impact with targets
  • Attendance at educational workshops and training sessions to ensure professional and technical knowledge
  • Prioritize and set expectations on activities/responsibilities with project management
  • Familiarization of and adherence to all engagement center processes, tools, and technology
  • Other duties as applicable to assigned projects to include day to day project administrative tasks as needed, such as:
  • Generate/review and distribute reports
  • Assist in resolving project-related issues
  • Participate in meetings and conference calls, as needed
  • Coordinate/communicate with internal departments, vendors and/or Client/Field personnel, as needed/requested
  • Providing quality checks on a weekly basis  

Job Requirements

Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:

Education and Experience:
Required:

  • BA/BS degree
  • Minimum 3 year of experience in a client services/call center role
  • One or more years of experience in the pharmaceutical industry
  • At least one year of Quality Leadership experience [peer-to-peer or direct reports]

 Required Skills           

  • Strong interpersonal & communication skills (verbal and written)
  • Leadership skills
  • Performance management
  • Navigating change
  • Abundance mentality
  • Customer Service skills
  • High level of attention to detail
  • Disciplined
  • Accountability
  • Commitment to excellence
  • Self-motivating
  • Initiative and creativity
  • Planning and organizational skills
  • Knowledge of information systems & logistics as it relates to client needs
  • Specific knowledge of client business and operations
  • Ability to leverage knowledge of Syneos Health Products & Services
  • Skill in troubleshooting and problem solving
  • Data analysis

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

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re essential in solving and executing against today’s toughest commercialization challenges facing the world’s leading healthcare companies. From the very beginning, you’ll be supported by team members who, like you, aren’t afraid to try something new. You'll gain exposure and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.



WORK HERE MATTERS EVERYWHERE | How will you accelerate biopharmaceutical commercialization?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

 


 

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