Company Overview
Mylan Pharmaceuticals Inc. (Viatris)
At Viatris, we envision healthcare not as it is, but as it should be. We are uniquely positioned to provide stability in a world of evolving healthcare needs, empowering people worldwide to live healthier lives at every stage.
Our Mission:
- Access: Provide high-quality, trusted medicines regardless of geography or circumstance.
- Leadership: Advance sustainable operations and innovative solutions to improve patient health.
- Partnership: Leverage collective expertise to connect people to products and services.
Job Title: Quality Assurance Specialist, Contact Center, Customer Relations
Location: 100% Remote, Work From Anywhere
Salary: $41,000 – $93,000 a year
Key Responsibilities
- Product Knowledge: Develop and maintain a thorough understanding of products, policies, marketing campaigns, market events, and contact center performance requirements.
- Call Monitoring: Lead call monitoring programs to identify and address needs and expectations of inquirers. Evaluate and provide feedback to call center agents and leaders.
- Email Evaluation: Observe and evaluate email correspondence to assess demeanor, accuracy, performance, and adherence to company policies and procedures.
- Call Calibration: Coordinate and facilitate call calibration sessions for contact center staff.
- Feedback and Coaching: Provide real-time feedback and coaching documentation to contact center team members and leadership.
- Escalation Point: Serve as a point of inquiry escalation for contact center agents.
- Additional Duties: Perform other duties as assigned.
Qualifications
- Education: Minimum of a Bachelor’s degree.
- Experience: 2-4 years of Contact Center experience and 2-3 years of Customer Relations experience. A combination of experience and/or education will be considered.
Skills
- Self-motivator and self-starter with a focus on quality and customer service.
- Exceptional listening and analytical skills.
- Solid time management skills.
- Team player and problem solver.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to establish and maintain effective business relationships.
- Initiative to work with others to advance knowledge and ability to take on new tasks and responsibilities.
- Proficiency in reading and interpreting complex business and/or technical documents.
- Ability to write comprehensive reports and detailed business correspondence.
- Competence in mathematical operations (addition, subtraction, multiplication, division).
- Problem-solving abilities with semi-standardized solutions requiring some ingenuity and analysis.
- Proficiency in English (speaking, comprehending, reading, and writing).
Compensation and Benefits
- Salary: $41,000 – $93,000 per year (exact compensation may vary based on skills, experience, and location).
- Benefits: Competitive salaries, inclusive environment, opportunities to make an impact on the lives of others.
Equal Opportunity Employer
Viatris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, gender expression, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
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Join Viatris and make a difference in the world of healthcare!