Manager, Monitoring Operations
New
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NovartisPharmaceutical Healthcare
This position can be based remotely anywhere in the U.S.Full-TimeManager
Salary$114,100 and 211,900.00 per year
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Job Details
- Languages
- English
- Experience
- 5+ years of experience in contact center, patient services, and/or healthcare/pharmaceutical quality and compliance monitoring
- Required Skills
- Microsoft Power BISalesforceTableauMS OfficeQuality AssuranceCRM
Requirements
- Bachelor's degree.
- 5+ years of experience in contact center, patient services, or healthcare/pharmaceutical quality and compliance monitoring.
- Experience operating within regulated or risk-based environments.
- Demonstrated ability to build and implement monitoring routines, QA playbooks, and standardized workflows.
- Strong analytical thinking and judgment with ability to develop reporting.
- Advanced proficiency in MS Office (Excel, PowerPoint).
- Experience with reporting and dashboard development (e.g., Tableau, Power BI).
- Experience with contact center and quality monitoring platforms (e.g., Salesforce, Verint, Genesys, Five9).
- Preferred: Experience in pharmaceutical patient support/hub services and reimbursement programs.
- Preferred: Bilingual English/Spanish proficiency.
- Preferred: Certifications such as Six Sigma or PMP.
Responsibilities
- Execute monitoring programs across calls, omni-channel interactions, and case documentation within CRM platforms.
- Apply and govern monitoring standards, audit criteria, and sampling methodologies to ensure consistency.
- Ensure monitoring quality through periodic calibrations and validation of audit outputs.
- Oversee compliance monitoring to verify adherence to privacy, data protection, and AE/PTC reporting standards.
- Maintain monitoring workflows, evaluation tools, and job aids.
- Serve as a monitoring SME for Genesys and CRM platforms to coordinate testing and system enhancements.
- Analyze monitoring results to identify trends and systemic risks to support audit readiness.
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