The posting
Summary The Senior Data Quality Specialist will be responsible for ensuring the data quality of the team meets the standards of the client. The Senior Data Quality Specialist provides professional, quality, and "best in class" service for existing or prospective consumers and client by using a consultative approach that reflects the culture and philosophies of Alta and our clients. Responsibilities include data quality review to ensure proper coding of cases, administrative responsibilities including consumer follow-up, and identifying and documenting complaints from consumer Market Research and Clinical Studies participants, all following a designated escalated system process designed by Alta’s client. This position will interact with various internal and external team members, business partners and third-party suppliers to provide clarifications and reports. The Senior Care Specialist position will also handle complex compliance issues as they will be supporting an Alta client that may be regulated by a federal and/or state government agency. This position will be responsible for oversight to ensure processes in place are meeting consumer and client needs. The Senior will identify trends, suggest improvement opportunities, and share insights both internally and externally. Close communication with Alta’s leadership, client and business partners will be necessary to ensure the program’s success. This position will assist with team training, and client conference calls during Alta’s clients’ hours of business; which may include nights and weekends. Essential Duties & Responsibility • Serves as a representative of the CCC by exhibiting a high level of professionalism by utilizing strong written communication skills when interacting with the client, business partners, third parties and consumers. • Demonstrates critical thinking skills by reviewing case documentation. Has a strong handle on searching for solutions by creatively using all resources available to confirm accurate documentation. • Assists with quality control and data accuracy of staff’s customer interactions. • Completes, maintains, and processes pertinent electronic records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. • Reviews large quantities of consumer and participant feedback. Identifies and documents complaints following a variety of specified processes. • Runs, tracks and analyzes daily, weekly and monthly reports. Consistently provides feedback and data Alta leadership, clients and third party suppliers.• Consistently meet performance expectations. Completes daily tasks within pre established timelines by appropriately prioritizing multiple tasks within or across projects or cross-functional teams with minimal direction from management. Meets all identified team and client performance metrics, goals and deadlines in a fast-paced, ever-changing, high-performing team-based environment. Provides backup support to other teams as needed.• Takes the initiative to obtain and consistently upgrade product knowledge. • Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. • Recommends improvements to management in service and/or process to support operational excellence or to prevent future issues of a similar nature. • Report any training needs or system error/discrepancies to the supervisor. • Meets with Supervisor on a regular basis to discuss plans and strategies. Meets deadlines in completing delegated tasks as deemed appropriate by supervisor. • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position. • Assists with additional duties as assigned by Supervisor. Qualifications Education: At least two years’ college required or completion of a vocational course preferably in customer care.Work Experience: Two to three years of call center experience with consistent exceptional quality scores or at least 2 years in a Quality Assurance role within the contact center industry. Preferred experience supporting complaint intake in the pharmaceutical or consumer goods industries.Skills: This position requires a working knowledge of computer technology that includes, but is not limited to: beginner to intermediate Word, Excel, PowerPoint, and Microsoft Outlook. Preferred SharePoint and Salesforce experience. Additional Skills • English proficiency required. Teams require varying levels of conversational English.• Excellent reading comprehension, retention and problem solving ability. • Have ability to work on a PC, accessing multiple software applications in a Windows environment. • Excellent time management skill and keen attention to detail. • Must possess strong written and verbal communication skills. • Must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources. • Must also have the ability to work in a team environment and be a team player
