Call Center Quality Analyst
Posted on: January 16, 2019
Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world. Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day. Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team. Position Overview Candidates will be responsible for assessing the quality of the performance of our customer service representatives who engage with clients over the telephone. The QA Analyst will monitor customer service and sales calls to assess employee demeanor, technical accuracy, service level performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement revenue center processes and procedures manual as needed. Analysts conduct their work activities in compliance with all Allergan internal requirements and with applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources and general business policies. All calls are subject to monitoring, recording for quality assurance, coaching, training and development purposes. Main Areas of Responsibilities Measures employee performance via recorded monitoring and case audits. Measures process performance (gaps) via recorded monitoring and case audits. Analyzes trend report data from audits. Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service. Assists with development of the revenue center training and QA process Works on a variety of assigned special projects Models and shares best practices with team members with ability to receive feedback and act when appropriate. Demonstrates a passion for delivering exceptional service every day and inspires by example. Models and delivers a distinctive and delightful customer experience. Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance. Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision and values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures and all applicable laws. Requirements The following listed requirements need to be met at a minimum level to be considered for the job: Associates degree required; or bachelor's degree preferred Minimum 3-5 years customer service experience Must be able to use PC and have knowledge of Word, Excel and Outlook Ability to type a minimum of 40 wpm Must be self-motivated, detail oriented Must work with a high sense of urgency in a fast-paced environment Must be effective and efficient working in a team environment SAP or ERP experience Salesforce experience Experience in a Quality Assurance environment in a call center or the service industry Strong telephone communication skills Excellent customer service skills Excellent communication skills both written and verbal Ability to read and write clear and understandable instructions Good problem solving & decision-making skills Ability to handle multiple tasks at a time Candidates must be service oriented, self-confident, and dependable Experience in Procedure Development and Process Improvement Skill in demonstrating professional, empathetic phone manner Previous leadership roles or demonstrated ability to lead Experience working in a team-oriented, collaborative environment Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts Ability to learn and adapt to new technologies and changing processes Excellent organizational skills, attention to detail, and ability to prioritize effectively Ability to effectively handle and lead multiple tasks/projects independently Perform accurate and complete work, within deadlines, with or without direct supervision Preferred Skills/Qualification The below skills are attributes that may not be mandatory, but are definitely desired in the ideal candidate. Experience with continuous improvement projects preferred Medical Device or Pharmaceutical experience strongly preferred Bachelor's degree preferred Education Associates degree required; or bachelor's degree preferred
Keywords: Allergan, Austin , Call Center Quality Analyst, Professions , Austin, Texas
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