Training and Quality Manager

Job Description THE POSITION : Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in handling adverse events and product complaints. The Training and Quality Manager will devise and implement our organization’s training strategy, oversee its implementation and assess its outcomes. The Training and Quality Manager will identify training and developmental needs and drive suitable training initiatives that bridge operation processes to system training. The Training and Quality Manager will enhance employees’ skills, performance, productivity and quality of work. The Training and Quality Manager will work for respective clients to train and enhance competencies of our employees in the areas of Medical Information Management Systems, Drug Safety Systems, Quality Management Systems, service metrics, and department software and applications. As part of the Global Medical Information Contact Center (MICC) & Medical Affairs team, this position monitors and tracks the level of quality provided by our MICC services for designated clients. The position performs quality assessment in the areas of customer service/satisfaction, phone inquiry handling and etiquette, handling of non-phone Medical Information Request (written response via email, chat, etc.), and adverse event product complaint identification, handling, and reporting. ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: TRAINING - Develop training plan, training schedule, and conduct training for specific training programs for the team members. - Develop and maintain training modules, job aids, and other training resources that target tangible results. - Documentation and filing of training forms for all training and meetings. - Train internal user groups and act as a Subject Matter Expert on Medical Information Management Systems and Compliance Programs (e.g., ComplianceWire). - Train user groups on Call Center metrics (e.g., key performance indicators, service level, response time, etc.) - Train user groups on phone systems (Jabber, Finesse, Calabrio, etc.)  Train user groups on Help Desk systems (e.g., IT Help Desk). - Train new /existing user group on client specific modules, such as Medical Information Management Systems, Quality Management System, Customer Service and products. - Identify training needs, devise, and implement training programs according to client requirements. - Monitor and evaluate training program’s effectiveness and success and report them to the management team. - Maintain a keen understanding of training trends, developments, and best practices. - Effective communication with operations to fulfill training needs. - Effectively maintain and develop the training material. Develop individualized and group training programs that address specific client needs. QUALITY - Monitor, review, evaluate, and score calls, medical inquiries, case documentation, adverse event reports, and product complaint reports against established quality assurance requirements and standards. - Monitor calls to provide feedback regarding telephone customer service, product information given, filing of adverse event reports and product complaint reports, and adherence to procedures. - Identify, document, and report non-conformances in the areas of adverse event or product complaint reporting, inquiry responses, customer service, and case documentation. - Ensure Contact Center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures. - Work with other internal teams to identify quality metrics. Helping to ensure Key Performance Indicators (KPIs) and Service Level Agreement (SLA) metrics are met in relation to quality and customer satisfaction. - Maintain clear, accurate, and timely documentation related to the performance and results of quality monitoring programs. - Provide both verbal and clearly written feedback of continuous improvement and training to the management, Operations, and Quality Assurance teams. - Provide training and feedback to Medical Information agents. - Provide performance expectations, action plans and development plans to improve call quality, performance, and case documentation. - Provide accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined. - Assist in the development, continuous improvement, and implementation of quality programs. - Support and communicate business goals, quality standards, processes and procedures and policies. - Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.  All other duties as assigned . MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. - Education: B. Pharm, M. Pharm, PharmD Advanced healthcare degree  Experience and/or Training: - Minimum 1 year of Medical Information Call Center experience. o Experience in training and quality assurance experience. o Excellent customer service skills. o Excellent verbal and written communication skills. - Strong knowledge of medical terminology. - Technology/Equipment: Computer proficiency in Outlook and Microsoft Office (Word, Excel, PowerPoint and other Window applications).