Customer Care Quality Analyst

Profile

Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis.

Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results.

Summary/Scope

The Customer Care Quality Analyst supports the delivery of world class service. They are responsible for assessing the quality of the performance of the Customer Care Representatives, Specialists, and Supervisors who interact with customers contacting the BMS Customer Care Center. This position will ensure appropriate information is released to the customer in an accurate and consistent manner that complies with FDA regulations, PSMF requirements, U.S. REMS standard operating procedures (SOPs), Customer Care work instructions, and Customer Care service delivery standards.

Requirements

Bachelor’s degree preferred

Previous call center experience required

Coaching and/or mentoring experience preferred

REMS Knowledge required

Responsibilities

Collaborate with the Manager of Excellence in creating and managing the quality service standards within Customer Care. Conduct routine coaching and feedback sessions as defined in the Customer Care Coaching Guidelines and provide actionable insights to improve the quality of CCR performance when handling customer contacts. Follow up to ensure CCRs are transitioning positively to recommended changes. Utilize the quality monitoring data management system to document performance and track trends. Manage SOP and work instruction development and approval. Serve as a Subject Matter Expert for the REMS processes and procedures supported by Customer Care. Obtain proficiency in utilizing telephony software, OBIEE reporting tool, and other software applications as identified by leadership. Gather data and prepare quality and statistical reports and provide trend data to Manager of Excellence. Identify various contact handling scenarios that require additional coaching and/or are in need improvement. Work to implement improvements. Review error data to understand common errors and set up coaching sessions with staff to improve performance. Conduct quality assurance checks on complaints on a weekly basis to ensure data is accurate for reporting. Work with Supervisors to resolve issues that surface with CCRs during coaching and feedback. Conduct routine quality assurance checks on reports containing REMS data that reside outside of PEGA. Assist Manager of Excellence in conducting post-audit coaching and development as outlined in the U.S. REMS Quality Operations audit results. Lead process improvement initiatives as agreed upon by Customer Care management and the Manager of Excellence. Reconcile reports of adverse events with Medical Information and Global Drug Safety.

Skills/Knowledge Required

Proficient in MS Word, PowerPoint, Excel

Exceptional listening and analytical skills

Demonstrate strong call handling skills routinely

Must be a self-motivator and self-starter

Solid time management skills

Ability to multitask and successfully operate in a fast-paced, team environment

Must adapt well to change and successfully set and adjust priorities as needed

Coaching and or mentoring skills

Minimal travel required

US REMS Customer Care Inbound Experience

Key Competencies

Communication – Effectively and positively conveys ideas and information both verbally and in writing. Consistently and routinely provides feedback on every type of interaction.

Motivational – Encourages others and self to do more than what is required, has positive impact on outcomes, inspires passion in others through leading by example.

Accountability – Takes ownership of results regardless of circumstances and to receive feedback and apply it accordingly.

Teamwork – Works with others to achieve to accomplish a common goal.

Time Management – Prioritizes tasks and takes into consideration other people’s requirements to achieve deadlines.

Critical-Thinking – Ability to collect, apply, analyze and evaluate information to reach an answer or conclusion that considers all variables and seeks to achieve the most beneficial result. Anticipates results, both desirable and undesirable, and integrates into decision-making process.

Adaptable – Adjusts to change and reacts in an effective manner to shifting circumstances, is a calming force during change, fosters a positive environment.

Integrity –Ability to be honest and fair, to maintain strong moral principles, and address issues directly, considers all sides when making decisions, is ethical and above reproach.

Job Knowledge –Possesses the knowledge of SOPs, work practices, systems, processes, and procedures required to perform the job functions.

Coaching and Development – Provides guidance, direction, and encouragement during all interactions to promote growth.

Bristol-Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees the resources to pursue their goals, both at work and in their personal lives.

Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Company info

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