Can I apply directly for this job on this page?

Yes, you can begin your application on this page using a quick form. You'll then be redirected to the employer's career site to complete the full application process.

What is the role of a Call Center Quality Specialist at Celerion?

The Call Center Quality Specialist position at Celerion is a Full-time or part-time position opportunity in the Information Technology field.

Where is this Call Center Quality Specialist job located?

Tempe, Arizona, 85281, United States

What type of employment is offered for this Call Center Quality Specialist role?

Full-time or part-time position

What is the expected salary for this Call Center Quality Specialist job?

Compensation will be discussed during the hiring process.

Call Center Quality Specialist job near me in Tempe, Arizona at Celerion

Call Center Quality Specialist

Celerion is committed to swift, exceptional clinical research through translational medicine. Every day, we use our experience, agility, and innovative research strategies to help get drugs to market faster.

Spoken Spanish-English bilingual fluency is required in our Call Center. In this role, you will answer inbound calls from members of the public interested in participating in our Phase 1 clinical drug trials. You will screen callers for study eligibility, and then collect and enter personal data for those eligible to participate. You will also make outbound calls to schedule appointments, as needed.

This is a benefitted role which works 30+ hours per week. The Call Center operates Monday-Saturday.

Requirements:

Monitor/Audit Pre-Recorded, Live calls, for accuracy of information and call handling standards.
Record evaluations utilizing departmental quality monitoring forms. Verifies call results by measuring skills in
use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection
handling, efficiency, and courteous close of call.
Evaluates call approaches by rating effectiveness of Study Participant Representative; providing quality
ratings; identifying training needs; developing training programs; conducting training.
Audit Registration and Disqualifying Participant processes
Provide Supervisors and the Manager with regular performance feedback on the Study Participant
Representative.
Prepares and analyzes quality reports for Management review
Participates in the design of quality monitoring forms and quality standards.
Also may be required to:
Train new associates, give monthly feedback to all staff members on performance, Attend monthly meetings
with manager and supervisors
Conduct calibration sessions with supervisor and SPR’s demonstration good call effectiveness, and areas for
opportunity.
Develop and implement fun and creative sales and incentive programs that drive performance improvement,
Send daily reminders/communications updates to staff on study priorities or significant urgent findings
through auditing answer inbound calls
Validate all external/internal communication has been administered and understood by SPR’s.
May conduct outbound calling to participants for Survey Data to Determine Call Center Performance.

Please Note:

High school diploma, or equivalent
Associates Degree Preferred.
2 years of experience performing Quality Assurance in a call center environment or as call center leadership
position
Experience developing and implementing QA programs highly preferred.
Excellent EXCEL and analytical skills.
Strong written communication skills. Excellent grammar, spelling, and sentence construction.
Excellent attention to Detail.
fluent in English and Spanish
Ability to sort information and interpret written and verbal instructions
Must be able to effectively communicate with Study Participant Representatives, internal departments,
clients and management.
Minimum 2 year call center experience1 year sales, telemarketing, promotional, public relations or related
experience preferred
Data Entry experience
Ability to work extended hours as needed.

Celerion Values: Integrity Trust Teamwork Respect

Are you ready to join our team?

Celerion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, marital status, qualified protected veteran status, or disability.

Call Center Quality Specialist in Tempe, Arizona at Celerion

Explore Related Opportunities

Job Description

Scan to Apply

Job Location

Frequently asked questions about this position

Similar Jobs In Tempe, Arizona

Affordable Lease Up Coordinator

Client Account Manager

Client Success Representative

Work From Home - Part-Time Benefits Services Representative

Front Counter Associate - NEFCO Repairs