- Supervise contact centre staff, including performance management, coaching, and development.
- Ensure service delivery meets client KPIs, quality standards, and regulatory requirements.
- Monitor customer interactions to ensure pharmacovigilance compliance (HIPAA, POPIA, FDA, SAHPRA).
- Oversee identification, documentation, and reporting of Adverse Events and Product Quality Complaints.
- Conduct recruitment, onboarding, and training for new team members.
- Analyze performance and quality metrics to provide operational recommendations.
- Manage contact centre operations in a fiscally responsible manner.
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