Quality Program Coordinator at American Cybersystems, Inc. in Lawrence Township, New Jersey

Job Description:

Innova Solutions has a client that is immediately hiring for a Quality Program Coordinator


Position type: Full-time, Contact
Location: Lawrenceville, NJ
Duration: 12 Months


As a Quality Program Coordinator, you will:
This role will focus on 2 key areas:
1, Quality excellence for both branded and unbranded omni-channel campaigns and programs
2, Identifying and supporting execution of continuous improvement efforts leading to improved customer experience, operational quality, and enhanced processes and standards.
Responsibilities:

• Conduct reviews of multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS), in accordance with our policies, to ensure quality measures and experiences are achieved
• Support adherence to regulations, SOPs, and contractual requirements, including compulsory training of partner
teams
• Prepare and maintain historical reporting and analytics as related to quality and reporting results. Report CIS and partner teams on ongoing performance/quality trends, as well as customer friction points, needs, and expectation, and opportunities for improvement
• Support and manage quality reporting requirements for new and existing channels and programs
• Collaborate with CIS team and external partners in creating and managing the quality service standards, SOPs, and work instructions
• Serves as subject matter expert on CIS processes and procedures
• Conduct routine coaching and feedback sessions with internal and external partners to calibrate and improve quality of performance
• Ensure the Key Performance Indicators (KPIs) across all channels, as well as external partners and internal capabilities, are monitored effectively and efficiently
• Supports audit readiness both internally and externally within assigned area(s) of responsibility
• Maintain in-depth knowledge of all applicable client Corporate SOPs and directives
• Supports team compliance lead with internal/external audits, resolution of escalations, and pharmacovigilance reconciliation processes
• Participates in user acceptance testing of system enhancement/updates
• Coordinate training priorities and deliverables with external partners to in support of continuous improvement efforts, process change management and new product information

Qualification & Experience:

• Bachelor's degree required, Life Sciences degree preferred
• 3+ years of Contact Center quality assurance and/or training experience; preferably in Life Sciences, Pharmaceutical, or Healthcare industries
• Experience with multi-channel contact centers (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)
• Proficient in the use of Microsoft Office. Experience with PowerBI and Tableau preferred.
Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.

Thank you!
Sara Almas
+1 470-226-3252

Sara.Almas@innovasolutions.com


PAY RANGE AND BENEFITS:

Pay Range*: Between $49.51 - $ 59.23 per hour

*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:

• Named One of America's Best Employers for New Grads by Forbes (2024
• Named One of the Best Companies to Work For by U.S. News & World Report (Private Companies List, 2024-2025)
• One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024)
• One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
• Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
• One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
• AWS Advanced Tier Services Partner with 100+ certifications

Website: https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws Apply Now