Call Center Quality Specialist

Job description

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: use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call. ratings; identifying training needs; developing training programs; conducting training. Representative. - 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 ski...