Job Listing: Supervisor of Customer Care Quality

Aerotek's client in Bedford is looking for a Supervisor of Customer Care Quality to join their team. Our client is an innovative diabetes management company dedicated to providing superior treatment options and lifelong health benefits for people with diabetes. The Supervisor of Customer Care Quality reports to the Director, Customer Care Quality and is responsible for all aspects of the Program, including oversight of vendor quality measures and processes to ensure adherence to requirements outlined in the Statement of Work agreement with vendor(s). Any interested Supervisor should email Word version of resume to szaitchi@aerotek.com.

Responsibilities:
-This position has responsibility primarily for Product Support Specialist performance measurement, evaluation, coaching and reporting relative to call handling and documentation accuracy. This applies to both client and vendor(s) employed Customer Care representatives, both Product Support Specialists and Customer Relationship Specialists (Intake).
-The Supervisor will interface with QARA and assist with structured development of documentation requirements.
-This position will maintain, update and create evaluation tools at both client and vendor locations. These tools include documents, systems (intelligent monitoring) and reports.
-The Supervisor will lead regular calibration sessions with the vendor(s) to ensure quality standards are measured consistently, of required frequency and most importantly, are effective in driving performance quality.
-The Supervisor will provide objective, measurable performance input to be used in determination of bonus achievement.
-This role acts as an objective source for performance assessment pertaining to identified quality requirements and will interface frequently with Product Support, Intake, Reimbursement and Reorder team leads, supervisors and managers.
-This position provides identification and trending of performance gaps to be utilized in development of coaching and training for both client and vendor teams.

Requirements:
-Bachelors Degree preferred or relevant work experience.
-Working knowledge and experience with FDA complaint reporting and auditing requirements
-Call Center Management Practices
-Quality Program Management experience
-Quality Assurance Technologies/Systems
-Analytical capabilities
-Report generation and presentation
-Minimum 5 years experience in a pharmaceutical or medical device call center environment.
-Minimum 5+ years experience in Quality Assurance program management.
-Highly developed coaching skills are critical in this position as the Supervisor will provide performance related feedback to representatives and management staff.
-Maintain and support a quality-focused culture of continuous improvement and information sharing.
-Proficiency with Microsoft Office programs.
-Excellent communication skills.
-Highly developed customer service skills.
-Some travel will be required, less than 30%.

Required Skills for Supervisor of Customer Care Quality Job:

About Aerotek Professional Services:

Join Aerotek Professional Services. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers.