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Quality Assurance Specialist (Call Center)

Kelly Services

Gaithersburg, MD
Job Code:
  • Customer Service
Kelly Services
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Job Details

Job Title Quality Assurance Specialist (Call Center)

Jobid US41L3BE_BH1427904

Location: Gaithersburg, MD, 20898, USA

Description Kelly Services, a global leader in staffing solutions, is looking to identify **Quality Assurance Specialists (Pharmaceutical Call Center)** for an upcoming need with an industry-leading pharmaceutical client in the Gaithersburg, MD area! This is an exciting, 1-year contract opportunity within the rapidly growing pharmaceitucal industry! See the position details below:

**Title** : Quality Assurance Specialist (Pharmaceutical Call Center)

**Duration** : 1-year Contract Assignment (possibly extended)

**Anticipated Start Date** : Monday, April 29th, 2018 (could be sooner)

**Shift:** Must be available for 8 hour shift between 8a-8p EST (Could be assigned to any 8 hour shift between those parameters)

**Pay Rate** : $28.00/hr (Paid Weekly)

As the **Quality Assurance Specialist** , you will be responsible for monitoring and documenting program performance quality in support of Patient Access departmental goals and initiatives.

**Job Responsibilities** :

+ Evaluate both verbal and written interactions by program support staff and will work directly with the QA Analyst and Patient Access training leadership to design quality monitoring formats and quality standards
+ Fairly and consistently review Access 360 team interactions with both internal and external parties for accuracy and quality
+ Work collaboratively with the Access 360 training team to onboard, monitor and coach newly hired program staff
+ Assist with development of delivery of regular reports on performance, trends and other insights to the training and operations teams
+ Document evaluations utilizing departmental quality monitoring templates, established quality standards and quality monitoring technology
+ Proactively identify trends based on quality evaluations and provide leadership with regular preformance feedback
+ Ensure that interactions and support requests are executed with a superior level of customer service
+ Continuously research new technologies and methodologies in contact center QA monitoring and present research findings
**Minimum Requirements** :

+ Bachelor's Degree OR 3 years of related work experience (Education, General Business, Health Sciences, Managed Healthcare, Public Policy or related disciplines are preferred)
+ Related work experience in conducting quality evaluations and monitoring in an inbound/outbound contact center environment
+ Exceptional listening and analytical skills
+ Proficient in basic MS Word
+ Strong knowledge of customer care processes and techniques
+ Flexible, detail-oriented and able to adapt to ever-changing environment
+ Knowledge of reimbursement and patient assistance programs
**Preferred Experience** :

+ Evaluating screen and voice recordings using a QA software or tool
+ Experience developing and coaching agents in a contact center environment
+ Billing/Coding background in buy-and-bill as Specialty Pharmacy market
**Why Kelly?**

As a Kelly Services candidate you will have access to numerous perks, including:

+ Exposure to a variety of career opportunities as a result of our expansive network of client companies
+ Career guides, information and tools to help you successfully position yourself throughout every stage of your career
+ Access to more than 3,000 online training courses through our Kelly Learning Center
+ Group-rate insurance options available immediately upon hire ( _Available for purchase and administered by a designated third-party vendor)_
+ Weekly pay and service bonus plans
**_Please Note_** : This position is being recruited for by a Remote Kelly Services office, not your local Kelly branch. For immediate consideration, feel free to apply directly to this job posting or send your resume to .

**Apply Today** !

**Why Kelly** **®** **?**

At KellyServices ® , we work with the best. Our clients include 95 of the Fortune100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to accessthe best talent to drive their business forward. If you only make one career connection today, connectwith Kelly.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.

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