IQVIA · 5 hours ago
Quality Program Manager
Northborough, Massachusetts, United States of America
Full-time
Onsite
Mid, Senior Level
$80K/yr - $95K/yr
5+ years expIQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. The Quality Program Manager will manage the Quality and operations functions of Copay Contact Center programs, ensuring compliance with SOPs and best practices while driving quality solutions that support Patient Services.
AnalyticsHealth CareLife Science
Responsibilities
Support the Director, Quality with project activities to achieve quality deliverables and high customer value
Oversee and manage Quality program to ensure that contact center agents are interacting with customers in accordance with guidelines
Evaluate Contact Center performance against defined Service Level Agreements
Monitor compliance regarding proper and appropriate use of approved Client resources
Identify trends, such as month over month quality performance metrics and any missed SLAs at the organizational level
Prepare and deliver monthly project summary reports
Assist with planning and delivery of training and client periodic meetings
Attend and support weekly Client and program staff meetings
Design and lead key Quality initiatives to improve team performance in creating an exceptional customer experience
Directly supervise and manage assigned personnel and projects as directed
Qualification
Required
5+ years Program Management or 5+ years as a Quality Assurance Analyst, in a Contact Center environment
Biotech, Life Science, or Pharmaceutical industry experience is required
Ability to quickly learn details of multiple IT systems, integrations, and cloud applications
Demonstrated excellence in critical thinking and analysis, small and large group facilitation, and presentation skills
Demonstrated ability/experience in thinking at a high-level but have the ability to get into details
2+ years' experience in leading a team within a Contact Center environment
Excellent interpersonal, verbal, and written communication skills
Ability to work comfortably at all levels within the organization up to the senior management level
10% travel may be required
Preferred
Bachelor's Degree preferred
Salesforce experience preferred
Knowledge and prior experience in Telephony platforms preferred
Experience with Workforce Management in a Contact Center environment
Benefits
Incentive plans
Bonuses
Health and welfare and/or other benefits
Company
IQVIA
IQVIA provides analytics, compliance, and management solutions to the life sciences industry.
10001+ employees
H1B Sponsorship
IQVIA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (167)
2024 (294)
2023 (261)
2022 (229)
2021 (208)
2020 (180)
Funding
Current Stage
Public CompanyTotal Funding
$3.5B2025-06-02Post Ipo Debt· $2B
2023-11-14Post Ipo Debt· $500M
2023-05-18Post Ipo Debt· $1B
Leadership Team
Chris Colapietro
Vice President, Customer Engagement
Jonathan Morris
VP & GM US Healthcare
Recent News
Sabin Vaccine Institute
2025-12-04
Company data provided by crunchbase