Co-op: Associate Program Lead, Quality

  • Research Triangle Park, NC
  • Full-time
  • Department: Interns & Co-ops
  • Region: US

Job Description

This is for a 6-month full-time co-op from July to December 2020

This position functions as an Associate Program Lead for Patient Services (PS). This position is responsible for monitoring customer interactions for Quality for overall contact center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services and continuous quality improvement  

This position functions as an Associate Program Lead for Patient Services (PS). This position is responsible for monitoring customer interactions for Quality for overall call center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services and continuous quality improvement. Monitors and evaluates the quality and handling of inbound calls, outbound calls, text, chat, written communication etc. for overall contact center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services is provided.  
 
This position will report results on Quality monitors and makes 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 conducting Monitoring as assigned, providing written coaching/feedback notes and Quality discussions during team meetings if needed. This position will make recommendations to PS Compliance on escalations, new or updated Talking Points/DPs, and policies. This position is responsible to complete 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, comparative evaluations, appeals, etc. 

Qualifications

To participate in the Biogen Internship Program, students must meet the following eligibility criteria:

  • Legal authorization to work in the U.S. 
  • Grade point average of 3.2 or higher preferred 
  • At least 18 years of age prior to the scheduled start date 
  • Be currently enrolled in an accredited college or university and have completed at least one year of undergraduate studies by scheduled start date

Additional Qualifications: 

  • 1-3 years within Call Center industry preferred  
  • Ability to produce clear and concise written and verbal communication 
  • Ability to influence and facilitate effective outcomes without authority 
  • Familiarity with Contact Center Quality Initiatives 
  • Strong ability to identify/suggest changes to the team using analytics to support recommendations.  
  • Experience in the implementation of changes in processes 
  • Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement 
  • Conduct insightful, ad hoc analyses to investigate ongoing or one-time Quality Opportunities/issues 
  • Ability to demonstrate critical, creative thinking and problem-solving skills 
  • Ability to synthesize and trend data and make improvement suggestions 
  • Strong attention to detail and compliance mindset 
     

Education: Preferred undergraduate in the following majors: English, Marketing, Communications, or related major.

Location: 

Research Triangle park
Relocation is not offered for this position

 

 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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