Senior Coordinator, Quality Assurance

What Quality Assurance contributes to Cardinal Health

Quality Assurance is responsible for developing and implementing a compliant and cost effective quality system that assures products and services are reliable, safe and effective.

  • Demonstrates knowledge of quality systems and approaches.
  • Demonstrates an understanding of the relevant regulations, standards and operating procedures.
  • Demonstrates ability to perform investigations / root cause analysis and develop corrective actions.
  • Demonstrates an understanding of the requirements and has the ability to perform gap assessments to those requirements.
  • Demonstrates an understanding of quality concepts such as: cost of quality, analytical metrics and / or statistics, trending, quality planning, validation, CAPA and problem solving.
  • Works cross-functionally and has the ability to interpret the requirements as well as educate and influence others on those requirements.

What is expected of you and others at this level

  • Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
  • In-depth knowledge in technical or specialty area
  • Applies advanced skills to resolve complex problems independently
  • May modify process to resolve situations
  • Works independently within established procedures; may receive general guidance on new assignments
  • May provide general guidance or technical assistance to less experienced team members

Accountabilities

  • Monitor agent calls for accuracy and to ensure they demonstrate expected behaviors including customer care, call flow, accuracy and resolutions 
  • Ensure center consistently meets the metrics set for Quality Assurance Analysts by the client 
  • Identify trends, training needs and call drivers and escalate appropriately 
  • Calibration with internal and external centers and clients 
  • Knowledge of Call Center operations including but not limited to IVR/ACD interface
  • Able to work effectively with dynamic, integrated task teams
  • Ability to maintain a work pace appropriate to the workload
  • Knowledge of medical terminology
  • Multi-tasking, time management and prioritization skills
  • Review, updating and reporting of complaints and adverse events

Qualifications

  • 2 to 4 years’ call center experience
  • Minimum two years’ call monitoring experience
  • HS Diploma, GED, Bachelor’s Degree preferred
  • Excellent organizational skills
  • Excellent written and verbal communication skills in English
  • Exceptional listening skills
  • Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)
  • Strong knowledge of customer care processes and techniques
  • Knowledge of medical terminology
  • Multi-tasking, time management and prioritization skills