VP leading change management for Contact Center Modernization at Synchrony. Driving comprehensive strategies for successful technology adoption and user readiness across multiple functions.
About the role
- Call Center Quality Specialist ensuring compliance and quality service for patients at Biologics by McKesson. Fostering quality culture and improving operational processes.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
SF
Vice President of Engineering leading strategic execution of omni - channel contact center platform at Fidelity. Overseeing engineering excellence and modernization of systems while ensuring operational reliability.
SF
Principal Software Engineer designing and building a next - gen contact center platform for Fidelity. Leading and engineering scalable solutions with open - source technologies.
SF
Director of Engineering leading strategy and architecture for omni - channel contact center platform that serves millions of clients. Overseeing core capabilities and ensuring high standards.
Call Center Sales Advisor II making outbound calls to international members for Marriott Vacations Worldwide. Responsibilities include renewals, upgrades, and sales of ancillary products with customer service focus.
Technical Risk Analyst identifying risks related to technology infrastructure at Navy Federal. Collaborating with teams to develop risk management strategies against cyber threats.
Senior Technical Risk Analyst responsible for identifying and mitigating technical risks for the organization. Collaborates with teams to ensure compliance and develop risk management strategies.
Customer service role at call center providing support via phone. Completing tasks both in - office and remotely after initial training.
VP Contact Center Support managing multi - channel operations for US military community. Ensuring alignment with strategy and delivering optimal performance in service objectives.
Cloud Contact Center Developer supporting AWS Connect platform at Pacific Life. Architecting solutions and integrating AI to improve customer experience and operations.