Engagement Center QA Lead

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Updated: December 7, 2021
Location: Somerset, NJ, United States
Job ID: 138196

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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 QA Lead collaborates and supports the aligned Engagement Center Manager to monitor agents who are conducting inbound and outbound calls in accordance to the program requirements. They will be 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.

Key Job Responsibilities:

  • Duties may include, but not limited to all or some of the following
  • Ensure project teams meet the needs of the business
  • Collaborates and communicates with internal leadership and support teams to share insights and barriers to success
  • 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
  • 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.)

Job Requirements

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


  • Bachelor’s Degree 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]
  • Strong interpersonal & communication skills (verbal and written)
  • Knowledge of information systems & logistics as it relates to client needs

Interviews may be conducted in person at an on-site interview location. For any in person interviews, local Covid safety guidelines will be followed.

As a healthcare company we have an important responsibility to protect individual and public health. This position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities, unless an exemption can be confirmed based on a medical condition or sincerely held religious belief. Submission & Approval of an Exemption does not guarantee that an exemption can be accommodated.

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 empowered to exceed your sales goals with the autonomy you need to over deliver. We’re dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Syneos Health has launched more sales teams in the last 5 years across all major Therapeutic Areas than the top 25 pharma companies combined. By joining Syneos Health, you’ll be connected to our multitude of career paths and pipeline of employment opportunities.

WORK HERE MATTERS EVERYWHERE | How will you accelerate pharmaceutical sales?

Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

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