Engagement Center Quality Assurance Coordinator - Bilingual Spanish

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Updated: February 20, 2020
Location: Newtown, PA, United States
Job ID: 7565

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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.


The Engagement Center Quality Assurance Coordinator performs application audits and assists with call monitoring to ensure adherence to program business rules and Engagement Center policies and procedures.  The QA Coordinator is responsible for monitoring and documenting representative call quality in support of the departmental quality goals and initiatives. The QA Coordinator evaluates both verbal and written customer contact by Engagement Center representatives. This team member participates in the design of all quality monitoring formats and quality standards. They will fairly and consistently review the calls of all Engagement Center representatives for accuracy and coaches each representative for success in executing superior service and quality to our customers. The QA Coordinator documents the call quality results and provides feedback and trend data to the Engagement Center Director and Managers as required.

Key Job Responsibilities:

Duties may include, but not limited to all or some of the following:

  • Perform application audits for all programs within the Engagement Center, to ensure data entry quality and adherence to program business rules.
  • Assist the Director, Operations, & Quality with SOP’s; write, review, update and finalize, and maintain SOP drive.
  • Assist in monitoring inbound and outbound calls in all programs within the Engagement Center, to ensure quality, customer service and adherence to policies and procedures of the organization.
  • Provide HIPAA training & ensure compliance.
  • Administer continuous improvement programs as developed by management team.
  • Create and provides qualitative and quantitative reports reflective of the overall call and data center metrics.
  • Provide trending reports demonstrating impact from coaching and training.
  • Assist management team in the creation of quality standards, performance improvement goals and development of training programs.
  • Ensure that Engagement Center representatives are delivering a high level of customer service.
  • Verify that Engagement Center representatives are providing accurate solutions to customers/patients.
  • Record evaluations utilizing departmental quality monitoring forms.
  • Deliver coaching feedback to Engagement Center representatives on call and email performance.
  • Provide Supervisors and the Manager with regular performance feedback on the Engagement Center representatives.
  • Participates in the design of quality monitoring forms and quality standards.
  • Primarily provides in-office support of clients and Engagement Center representatives, with some travel as needed.
  • Able to work extended hours when required.

Job Requirements

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


  • BA/BS Degree highly preferred

Job Qualifications:

  • Bilingual English/Spanish is required - speak, read and write
  • 1 year plus minimum Pharmaceutical Engagement Center experience preferred
  • Minimum of 1 years of experience managing Quality Assurance in a Engagement Center environment preferred  
  • Knowledge of Engagement Center concepts and practices.
  • Proven ability to achieve and maintain departmental quality standards.
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to rapidly gain product knowledge and provide communication to Engagement Center representatives.
  • Must be able to effectively communicate with Engagement Center representatives, internal departments, clients and management.
  • Demonstrated ability to train and develop new and existing support agents.
  • Excellent communications skills; ability to multi-task in a busy environment; exceptional organizational skills and attention to detail.   
  • Professional demeanor, dependable, and able to maintain confidential information.
  • Excellent grammar, spelling, and sentence construction. Exceptional listening and analytical skills.
  • Must exhibit excellent leadership, communication, and interpersonal skills.
  • Proficiency in Microsoft Office Applications for presentations and reports required. Must have familiarity with Internet software and Windows operating systems.
  • Flexible, detailed, and able to successfully adapt to change. Ability to work independently.

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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