Quality Monitoring & Training Specialist

Inizio-Engage; Myrtle Point (OR); On-site; USD 50,000 - 92,000; Full time

Job summary

Inizio Engage is seeking a Quality Monitoring Specialist to review calls and data cases for a biotechnology client, ensuring GDP, regulatory, and client guidelines. You will score reports, provide timely feedback, and attend calibration sessions with the client team.

Responsibilities include coaching staff, developing QA training with leadership, and identifying trends to improve quality. RN license and strong communication, organization, and analytical skills are essential for fast-paced

Qualifications

• Current RN License Required.
• Bachelor’s degree or related work experience preferred.
• Quality monitoring experience is strongly recommended.
• Training and coaching experience is preferred.
• Proficient in Microsoft Outlook, Word, Excel and PowerPoint.
• Exceptional verbal and written communication skills.
• Ability to prioritize and organize workflow activities in a fast paced environment.
• Strong organizational and analytical skills.
• Ability to multi task.
• Critical thinking and problem solving skills.
• Detail oriented.
• Ability to join frequent meetings and calls without disruption or disconnecting.

Responsibilities

• Conduct call and data case quality monitoring for program team using quality monitoring guidelines.
• Document and score the results of each report/case review and call monitoring in the Quality Management System (QMS) to provide timely feedback to staff.
• Attend call monitoring and case review calibration sessions with the client and program management team.
• Identify and share with program leadership trends in quality performance identified through quality monitoring.
• Support new agent certification and quality monitoring requirement.
• Provide one-on-one coaching to staff regarding quality monitoring.
• Collaborate with Corporate Project Trainer and leadership to develop and provide quality related training for Call Center staff specialists.
• Participate in discussions with the Quality Monitoring team relative to project requirements and product and safety knowledge.
• Work as a team to improve processes and procedures, and perform ad hoc projects for the program team as assigned.
• Assist with any/all quality activities and reporting as requested by the program team.
• Must safeguard patient privacy and confidentiality by following HIPAA guidelines.

Skills

Quality monitoring

Coaching

Communication

Organizational skills

Analytical skills

Multi-tasking

Critical thinking

Education

Bachelor's degree or related work experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Inizio Engage is seeking a Quality Monitoring Specialist to review calls and data cases for a biotechnology client, ensuring GDP, regulatory, and client guidelines. You will score reports, provide timely feedback, and attend calibration sessions with the client team.

Responsibilities include coaching staff, developing QA training with leadership, and identifying trends to improve quality. RN license and strong communication, organization, and analytical skills are essential for fast-paced