Contact Center Quality Assurance Auditor jobs in Massachusetts

Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)

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Quality Assurance Auditor III
  • KCR
  • Boston, MA OTHER
  • Your keen eye for detail combined with extensive knowledge of GCP and clinical research guidelines are the stamp of approval to ensure that our clinical teams are staying on track at the highest level of excellence KCR prides itself on. Your ability to communicate clearly, efficiently, and effectively using technology to complete audits in a business professional manner make you instrumental to keeping our clinical trials on point and moving the needle forward. If this is you, and you're looking for an opportunity that allows you direct access to leadership, and the opportunity to grow please review the position requirements below and apply. We invite you to use your natural inquisitive mind to learn more about KCR at the link below and look forward to hearing from you. 


    KCR is a clinical development solutions provider creating value for biotechnology and pharmaceutical organizations. Founded in 1997, our expert teams support clients with full-service clinical development capabilities across three main areas: Trial Execution, Consulting and Placement. KCR operates across North America, Europe, and Australia, with main office locations in Boston US, Berlin Germany, and Warsaw Poland. Our geographical coverage across 25 countries, cutting-edge technical capabilities and tailored offerings allow for the optimized delivery of solutions to develop life-changing therapies. KCR offers access to an estimated population of 1.1 billion people. For more information visit www.kcrcro.com.


    We see human behind every number 


    Quality Assurance Auditor III

    Location: US - Remote-based 

                     EST Time zone: Boston, MA or Raleigh/Durham, NC preferred


    Quality Assurance Auditor III is required to perform quality and auditing activities in order to assess compliance with corporate requirements, industry standards and applicable regulations. Additionally, tasks may include, but are not limited to quality support to KCR clients/projects/teams, compilation and/or analysis of quality metrics, support of Quality Assurance e-system(s), participation in client and regulatory inspections, review of KCR corporate procedural documents and general assignme
    nts directed by Quality Assurance & Compliance Department Associate Director. 


    Quality Assurance Auditor III is expected to demonstrate comprehensive expertise in auditing areas with ability to conduct independent audits in these areas.


    Examples of standard auditing areas are:

    • Internal Process Audits
    • Vendor Qualification Audits
    • Investigator Site Audits
    • Trial Master File Audits
    • Computer System Validation Audits


    Your responsibilities:

    • Plans, prepares, conducts, reports and leads follow-up activities for audits as supporting auditor
    • Plans, prepares, conducts, reports and leads follow-up activities for audits as lead auditor
    • Provides support during sponsor and regulatory inspections, as needed and/or required
    • Participates in KCR procedural document review lifecycle
    • Supports KCR project teams through provision of regulatory guidance and quality support
    • Executes tasks as required per SOP, including but not limited, to CAPA processing and oversight,
      corporate deviation processing and oversight, client complaints, corporate risks, ISO alignment
    • Develops, extracts, and/or analyzes Quality metrics
    • Ad hoc trainings within KCR, as needed
    • Mentors junior staff members, as needed


    Education / Qualifications / Skills Requirements:


    • Bachelor's degree from an accredited U.S. College or University
    • Master's degree preferred.
    • Minimum of 6 years' experience in direct Quality Assurance function with minimally 5 years in
      an auditing capacity - CRO experience preferred.
    • Knowledge of GCP, GMP and GLP regulations; 
    • Working knowledge of local policies, procedures and guidelines, FDA and local regulations
      which are applicable to the clinical research space- GCP and fundamental knowledge of CSV is
      REQUIRED with no exception; GMP and GLP knowledge is preferred however not required.
    • Knowledge of ICH guidelines and clinical research process
    • Basic statistical knowledge
    • Fluency in English
    • Excellent written and oral communication skills
    • Sound judgement to evaluate discrepancies, make decisions and report findings
    • Ability to produce quality reports and written communication
    • Proficiency with computing software and knowledge about computer systems validation process (Previous Veeva experience strongly preferred)
    • Must possess a technical knowledge that is applicable to clinical drug development 
    • Confidence and enthusiasm
    • Well-developed sense of discretion, tact, and diplomacy
    • Flexibility and willingness to work in a team environment with an ability to manage work schedule independently, prioritizing tasks to benefit the organization.
    • Availability for business travelling, including international travel if needed. (Up to 30%)



    At KCR we put our mission: WE SEE HUMAN BEHIND EVERY NUMBER into our actions, therefore we offer our Employees benefits that comply with national regulations and provide the coverage that best meets employee needs. KCR benefits include: 

    • 33 PTO days 1 additional for your birthday
    • A valuable healthcare and wellbeing benefits package (private health plans, life insurance, travel insurance, disability insurance, private retirement fund) plus additional discount programs
    • Onboarding process and induction training to develop deep sector knowledge and complex skills.
    • Latest technology and the most advanced equipment and working tools;
    • An open culture based on slim processes, in an agile structure with a flat hierarchy and direct access to the Management to share ideas and implement change and continuous improvement.
    • Mentoring and training programs related to clinical trials, therapeutic areas, hard and soft skills.


    Our Privacy Policy

    Your data will be processed in accordance with KCR Group Privacy Policy. For more details click here: KCR Privacy Policy.

     

    Equal Opportunity Employer

    KCR is an equal opportunity employer. In line with our motto, ‘We see human behind every number,’ KCR is committed to fostering an inclusive culture and maintaining a diverse, safe, and respectful working environment with equitable treatment for all. We are committed to non-discriminatory practices and provide an equal opportunity for all qualified employees and job applicants within all employment sectors. We believe that in developing a desirable culture of belonging in which diverse perspectives and voices are welcomed and heard, the full potential of employees can be achieved.


    By applying to this position, applicant acknowledges that they have been provided with the above company policies, as well as applicable state and federal regulations and permit contact by the KCR Talent Acquisition team.


    ***This requisition is not open to solicitation - no agency contact*** 


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  • West Springfield, MA FULL_TIME
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  • Dorchester, MA FULL_TIME
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Massachusetts is the 7th-smallest state in the United States. It is located in the New England region of the northeastern United States and has an area of 10,555 square miles (27,340 km2), 25.7% of which is water. Several large bays distinctly shape its coast. Boston is the largest city, at the inmost point of Massachusetts Bay, and the mouth of the Charles River. Despite its small size, Massachusetts features numerous topographically distinctive regions. The large coastal plain of the Atlantic Ocean in the eastern section of the state contains Greater Boston, along with most of the state's po...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Assurance Auditor jobs
$51,729 to $65,793