Alphanumeric is hiring a Remote QA Specialist to our virtual Medical Information Contact Center to participate in the expansion of the LATAM region for a virtual Covid-19 call center. Working closely with our Operations Leadership, partners across the business, people leaders, and employees, this role will focus on implementing and evolving practical and timely solutions that optimize and consistently evaluate our service delivery and patient experience.Highlights of the roleWork with a dynamic energetic teamFully Benefited 100% Remote WorkEducation in the healthcare of life sciences industry - Nurse/Pharmacist background preferredJob ResponsibilitiesDevelop, design, and execute on QA programs in alignment with leadership and organizational priorities. Track performance scores and provide reporting & dashboards to leaders during regular calibration sessions.Monitor contact center performance on a continuing basis, taking the appropriate steps to improve its effectiveness, compliance to policy, and increase the level of service.Collaborate with other teams to identify trends, streamline processes, and derive solutions to minimize quality assurance concerns to improve overall customer experienceResponsible for creating actionable insights that drive performance, by gathering requirements, design and deployment of QA program deliverables (including individual, team, leader, and departmental scorecards, call & case audits, and leadership dashboards.)Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction, and savings.Stakeholder with leaders at all levels to manage enhancements to quality metrics. Create clearly defined, and mutually agreeable success measures for ongoing QA programs.Participate in customer and client listening programs to identify customer needs and expectations.Coordinate and facilitate call calibration sessions for contact center staff.Provide feedback to contact center team leads and operations leadership.Prepare and analyze internal and external quality reports for management staff review.Support Healthcare Professional (HCP) Medical Information employee' evaluation completion and electronic deliveryBecome proficient with client Quality Systems for call and omni-channel monitoring and documentation.Education /ExperienceAt least 2 years of contact center customer care, and QA leadership experience preferredEducation in the healthcare of life sciences industry - Nurse/Pharmacist background preferred Knowledge/expertise with Microsoft Teams, SharePoint and Microsoft Office softwarePreferredHands-on experience in quality assurance in a medical information capacityExcellent written and oral English communication skillsMinimum Education: BS degree