QA Specialist - Call Center

Austin, Texas, United States Full-time

About SubjectWell

SubjectWell is a venture-backed startup on an unstoppable mission to disrupt the antiquated $100 billion dollar clinical trial patient recruitment sector. Almost all clinical trials fall behind schedule, leaving patients unable to access the most promising treatments and pharmaceutical and biotech companies unable to quickly carry their innovations to market. SubjectWell was founded by two entrepreneurs on their third successful startup, to unlock the potential of a true marketplace for clinical trials. We leverage proven data science and performance marketing techniques to hit a hard reset to the massive patient recruitment challenge that sits at the critical nexus of speeding delivery of the best therapeutics to the world.

Here's your chance to really make a difference, both in your career and in the lives of millions.

About the Position

This position is for a QA Specialist who will review and grade calls from our Patient Recruitment team.  Our recruiters are responsible for speaking to patients around the world who have particular health conditions and for prescreening them for clinical trials. The role requires a high level a meticulous attention to detail in order to help ensure that our team maintains high standards. You will work directly with the QA Manager to monitor the quality of our calls, analyze trends and outliers and provide timely feedback to enhance employee performance.  You will use our internal quality review software for call monitoring to identify gaps in customer service skills and/or recruiter knowledge.

Responsibilities and Duties

  • Use our internal quality review software to perform call monitoring and provide insight on behaviors, patterns and quality compliance levels to management.
  • Identify & highlight call behavior that can lead to patient escalations and potentially impact our business.
  • Use quality monitoring data to compile and track performance within the department.
  • Participate in client feedback to identify study needs and expectations.
  • Assist in coordination in all call calibration feedback to ensure both our onshore and offshore QA Teams are calibratated.
  • Prepare and analyze quality reports for management review.
  • Identify training gaps between Recruiters and make recommendations to our training team.
  • Conduct sweeps on study related feedback coaching notes, and internal notes to ensure they are in line with agreed standards.
  • Analyze site-related feedback to identify trends and causes and make recommendations to management.

Qualifications and Skills

  • Bachelor’s degree with 3 years relevant QA experience; or equivalent combitation of experience
  • Experience conducting quality investigations, root cause analysis and quality risk assessments
  • Strong organization, communication and presentation skills
  • Excellent interpersonal and communication skills
  • Excellent coaching and development skills
  • Comfort in a fast-paced environment
  • Ability to work independently and proactively with excellent time management
  • High proficiency in Microsoft Office

Benefits

  • Full Medical, Dental, and Vision Benefits
  • 401(k)
  • Company stock options
  • Paid time off
  • Paid holidays
  • Casual office
  • Flexible vacation