Call Center Quality Assurance Manager-1279140731
Description
Janssen Scientific Affairs, a member of Johnson & Johnson's Family of Companies, is recruiting for a Call Center Quality Assurance Manager, located in Titusville, NJ.
Janssen Scientific Affairs, LLC is dedicated to providing medical information and consultative support to a number of J&J's pharmaceutical companies. The company's mission is to create the pre-eminent model of scientific excellence in the promotion of public health.
Janssen Pharmaceuticals, Inc., a pharmaceutical company of Johnson & Johnson, provides medicines for an array of health concerns in several therapeutic areas, including: attention deficit hyperactivity disorder (ADHD), cardiovascular disease, general medicine (acid reflux disease, infectious diseases), mental health (bipolar I disorder, schizophrenia), neurologics (Alzheimer’s disease, epilepsy, migraine prevention and treatment), pain management, and women’s health. Our ultimate goal is to help people live healthy lives. We have produced and marketed many first-in-class prescription medications and are poised to serve the broad needs of the healthcare market – from patients to practitioners, from clinics to hospitals. For more about Janssen Pharmaceuticals, Inc., one of the Pharmaceutical Companies of Johnson & Johnson, visitwww.janssenpharmaceuticalsinc.com
Position Summary:
The Call Center Quality Assurance Manager has the overall responsibility for developing and managing the Quality Assurance program for the Medical Information Center (MIC). Responsibilities include monitoring and continuous improvement of verbal, written and on-line communications of MIC and vendor front-line staff, as well as the consistency and accuracy of communications captured within the MIC’s customer database. The incumbent is expected to employ innovative methods, tools and analytical methods in the development and management of quality control procedures with a focus on flawless execution, compliance and continuous improvement. The incumbent will work closely with the other Managers within the MIC (Operations &, Front-line) on accomplishing quality control goals. The incumbent will collaborate with other functional groups (Product Quality Complaint Vigilance, Safety Services, Medical Information & Services, & CRM Systems) to ensure MIC programs and procedures are aligned with other functional areas and that all programs are designed to ensure high quality communications and data capture while minimizing compliance risk and contributing to overall business needs. The incumbent will be responsible for measuring internal and external customer satisfaction with MIC services. Identifies training needs & coordinates training with Document Lifecycle Management and Frontline Managers. Conducts ad hoc training when appropriate.
Responsibilities:
Develops and manages a QA program which continuously improves the quality and consistency of verbal, written, and on-line communications of MIC and vendor front-line staff, as well as the data integrity of the MIC’s customer database.
Manages and continuously improves the monitoring program, evolving programs and procedures to meet changing business needs, utilizing input from multiple stake holders.
Employs innovative approaches, tools and analytical methods in the development and management of quality control procedures with a focus on flawless execution, compliance and continuous improvement. Effectively utilizes Call Center technology (Witness, Viewpoint, Blue Pumpkin, etc.).
Work closely with the other Managers within the MIC (Operations and Front-line) on accomplishing quality control goals and collaborate with other functions groups within Operations (Product Quality Complaint Vigilance, Safety Services , Medical Information & Services & CRM Systems) to ensure MIC programs and procedures are aligned with other functional areas.
Executes internal and external customer satisfaction surveys, analyzing results and making recommendations for improvements based on VOC feedback.
Identifies training needs & coordinates training with Document Lifecycle Management and Frontline Managers. Conducts ad hoc training when appropriate.
Must be able to critically evaluate and assess whether a program or process will be effective and efficient in driving towards quality improvements and make decisions, as required. Must ensure programs are consistent with Standard Operating Procedures (SOPs).
The incumbent will be required to utilize innovative tools (technology, process, forms, etc.) to develop, implement and continuously improve an efficient and effective QA program.
Qualifications
Bachelor’s degree required. Advanced degree preferred. A minimum 6 years of healthcare related business experience required. Pharmaceutical product knowledge preferred. Understanding of healthcare compliance regulations surrounding dissemination of medical information preferred. An understanding of Quality Assurance programs and procedures preferred. Familiarity with QA related tools (call recording equipment, call center database systems, resource tools, QA monitoring forms, etc.) preferred. Excellent communication skills required to interface with multiple stake holders in the development and implementation of programs and processes. Ability to challenge the status quo, lead and adapt to change required.
Primary Location:North America-United States-New Jersey-Titusville
Organization: Janssen Scientific Affairs, LLC (6120)
Job Function: R&D
Certain sites within the Johnson & Johnson Family of Companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Johnson and Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status, or any other characteristic protected by law.
EEO is the Law
EEO is the Law GINA Supplement