Training and Quality Manager
Core
Design and implement training strategies and quality assurance programs for a global Medical Information Contact Center serving healthcare professionals, patients, and payers.
Role type
Training and Quality Manager (IC)
Builds
Training modules, job aids, quality monitoring frameworks, and performance improvement plans for Medical Information agents.
Domain
Pharmaceutical industry / Medical Information Management / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Training program development, Quality assurance monitoring, Adverse event reporting, Call center metrics analysis, Compliance program management, Stakeholder communication, Documentation management, Performance coaching
Preferred skills
Subject Matter Expertise in Medical Information Systems, Experience with telephony platforms, Knowledge of Quality Management Systems, Data analysis for KPIs
Technologies
Medical Information Management Systems, Safety Databases, Jabber, Finesse, Calabrio, Outlook, Microsoft Office
Responsibilities
Develop and conduct training programs for team members; Monitor and score calls, medical inquiries, and adverse event reports against quality standards; Identify training and developmental needs; Provide feedback and action plans to improve agent performance; Maintain documentation for training and quality programs; Report on key metrics and quality trends.
Seniority
Mid-level, hands-on IC
