Senior Data Quality Specialist

About the role

The Senior Data Quality Specialist will be responsible for ensuring the data quality of the team meets the standards of the client. The Senior Data Quality Specialist provides professional, quality, and "best in class" service for existing or prospective consumers and clients by using a consultative approach. This position will interact with various internal and external team members, business partners and third-party suppliers to provide clarifications and reports. The position will handle complex compliance issues while supporting a client that may be regulated by federal and/or state government agencies. The Senior will identify trends, suggest improvement opportunities, and share insights both internally and externally. This position will assist with team training and client conference calls during business hours, which may include nights and weekends.

Key responsibilities

• Serves as a representative by exhibiting a high level of professionalism using strong written communication skills when interacting with clients, business partners, third parties and consumers
• Demonstrates critical thinking skills by reviewing case documentation and creatively using all resources available to confirm accurate documentation
• Assists with quality control and data accuracy of staff's customer interactions
• Completes, maintains, and processes pertinent electronic records with high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed
• Reviews large quantities of consumer and participant feedback, identifies and documents complaints following specified processes
• Runs, tracks and analyzes daily, weekly and monthly reports and provides feedback to leadership, clients and third party suppliers
• Meets performance expectations by completing daily tasks within pre-established timelines while appropriately prioritizing multiple tasks with minimal direction from management
• Takes initiative to obtain and consistently upgrade product knowledge
• Builds relationships and works closely with clients, co-workers, and all levels of the organization to supply necessary updates and reporting
• Recommends improvements to management in service and/or process to support operational excellence

About you

• At least two years' college required or completion of a vocational course preferably in customer care
• Two to three years of call center experience with consistent exceptional quality scores or at least 2 years in a Quality Assurance role within the contact center industry
• Preferred experience supporting complaint intake in the pharmaceutical or consumer goods industries
• Working knowledge of computer technology including beginner to intermediate Word, Excel, PowerPoint, and Microsoft Outlook
• Preferred SharePoint and Salesforce experience
• English proficiency required
• Excellent reading comprehension, retention and problem solving ability
• Ability to work on a PC, accessing multiple software applications in a Windows environment
• Excellent time management skill and keen attention to detail
• Strong written and verbal communication skills