Our top Pharmaceutical client is seeking a Documentation and Validation specialist to join their External Call Center team within their Patient Experience Org.

Contact Center Technology and Process Improvement – Design and drive implementation of contact center operations technology and process changes/enhancements
Translate business improvement requirements into operational process changes and SOPs for vendors and/or technical requirements for software development
Manage compliance review and approval process in Workfront and iMR for documentation, process, and technology changes
Work closely with vendors and internal teams on Customer Service initiatives, including quality Management, IVR optimization, Training, work force management, etc.
Lead development and deployment of IVR and Fax solutions (and other contact center technologies as needed) through all phases of the product lifecycle
Contact Center Vendor Management - Support day-to-day coordination with key vendors to support patient accessibility and affordability programs.
Understand business requirements (e.g., product/program launches), communicate these to vendors
Oversee vendor plans/timelines to execute operations and/or process changes
Drive consistency and continuity of call center operations across the Company Brands/Therapeutic Areas (TA)
Call Monitoring and Quality Programs – Facilitate call monitoring and call calibration processes
Identify issues to focus root cause analysis and continuous improvement efforts
Facilitate vendor call performance processes ensure that call quality is aligned with J&J standards
Telephony Support – Manage and coordinate all telephone numbers / fax numbers/ telephony access points to the Hubs including daily operational review of Hub Telephony performance.

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