Senior Contact Center Quality Manager - Zachary Piper LLC

Piper Health Sciences is seeking a Senior Contact Center Quality Manager to join a leading biotech organization that develops life-extending technologies for patients located in Morrisville, NC. The Senior Contact Center Quality Manager will ensure high-quality patient support programs to achieve positive outcomes.

Responsibilities of the Senior Contact Center Quality Manager include:

• Develop and maintain a comprehensive patient engagement quality program that drives continuous improvement
• Monitor performance through key performance indicators (KPIs) to evaluate the performance of patient service programs
• Create procedures, policies, and guidelines to support quality service delivery
• Implement new processes, technologies, and best practices

Qualifications for the Senior Contact Center Quality Manager include:

• 5+ years of experience in a call center environment providing customer services or patient experience management
• Excellent collaboration, communication, and presentation skills
• Proficient in using KPIs and metrics to evaluate quality and effectiveness
• Bachelor's or Master's degree in life sciences, business, or a related field

Compensation for the Senior Contact Center Quality Manager includes:

• Salary Range: $110,000 - $135,000 **depending on experience**
• Comprehensive Benefits Package: Medical/Dental/Vision
• Perks: 401K, generous PTO, 2 annual bonus', hybrid

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