Job Summary
Complete Lead Review (quality check) of all Adverse Event cases to ensure accuracy and completeness prior to disposal to Galderma PV (Pharmacovigilance).
Monitor and score interactions routinely to track Call Center Representative compliance with program requirements and quality goals.
Coordinate with Account Trainers, Operations Management and other resources involved in the quality measuring of Call Center Representatives.
Schedule and conduct continuous improvement coaching sessions for all Call Center Representatives
Recommend and/or deliver remediation to Call Center Representatives based on issues identified during quality review. Coordinate with appropriate personnel to schedule training based on quality data analysis and recommendations.
Identify and report quality concerns (trends) to management. Perform root cause analysis when applicable and make specific recommendations to management on how to improve processes based on observations. Participate in the implementation of these recommendations.
Collaborate with operations and client management leadership as well as trainers to ensure all quality requirements and expectations are clear.
Ensure customer satisfaction.
Develop detailed knowledge about specific product lines and features
Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience.
Key Responsibilities
1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.