Full Description

Virtual Engagement Quality Assurance and Training Manager

This position functions as coaching and training support for virtual engagement programs. The QA/ Training manager is responsible for monitoring virtual representatives’ customer interactions for quality, accuracy and compliance according to the industry, company and program guidelines. They ensure the highest level of product knowledge, strategy execution and customer effectiveness, and identifies opportunities for coaching for continuous quality improvement. The QA/ Training manager is also responsible for identifying training opportunities and implementing, executing and supporting all trainings required for the respective programs based on company and client guidelines.

This position will report results on quality monitors and make suggestions for improvements, collaborating with team members to consistently exceed quality monitoring objectives while continually improving the customer experience. The position is also responsible for providing written coaching/feedback notes and lead quality discussions in team and individual settings, as needed. This position will make recommendations to the Contact Center Operations Manager on escalations, new or updated key messages, strategy, and policies. This position is responsible for completing compliance-related monitoring, and additional monitoring plans for cause. Lastly, the responsibilities include facilitating operations-focused quality management needs/projects such as monitoring coverage, calibrations, new hire support, etc.

Responsibilities

• Monitor and evaluate virtual representatives’ live and recorded calls to HCP offices
• Identify coaching opportunities and provide written and verbal feedback
• Document virtual representatives’ call recording evaluations
• Manage client calibration process for call quality and strategy alignment
• Support and execute internal and external training sessions
• Manage QA and training process documentation and timelines
• Collaborate with internal and external training teams for new hire onboarding
• Monitor and document completion of required training modules
• Identify training opportunities and collaborate with internal and/or external stakeholders to develop relevant assets and workshops
• Support training and quality management of softphone software and CRM call reporting
• Collaborate with internal and external stakeholders to support program performance and achieving program KPIs

Qualifications 8+ years of experience in pharmaceutical sales Experience in sales training or management preferred Experience in inside sales preferred Bachelor’s degree in Business or Life Sciences preferred Understand the US healthcare system Ability to influence and facilitate effective outcomes in an agile setting Experience in the implementation of changes in processes Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement Ability to demonstrate critical, creative thinking and problem-solving skills Ability to produce clear and concise written and verbal communication Strong organizational and leadership skills and attention to detail Excellent interpersonal and communication skills and telephone etiquette Comfort with troubleshooting technical difficulties Office suite knowledge (Word, Outlook, Excel)

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