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Call Center Quality Assurance Specialist
Title: Call Center Quality Assurance Specialist
Location: Horsham, PA 19044
Salary: $22.00 - $25.00 Hourly
6 Month Contract (potential to extend or convert)
Our client is a leading provider of patient recruitment solutions for the pharmaceutical industry. Their proprietary software and databases, in conjunction with their recruitment process expertise, allow pharmaceutical companies to identify qualified patients for clinical studies, and track them in the detail required to maximize enrollment.
The Call Center Quality Assurance Specialist is responsible for monitoring and documenting call center agent call quality in support of quality goals and initiatives. The Quality Assurance Specialist will evaluate both verbal and screener accuracy by the call center agents. This team member will participate in the call calibration sessions and provide coaching and development feedback to the external call center teams. The Quality Assurance Specialist will fairly and consistently review the calls for accuracy, superior service and quality to our customers. The Quality Assurance Specialist will document the call quality results in our quality assurance platform and provide feedback to the internal and external call center teams.