Piper Health Sciences is seeking a Call Center Quality Manager to join a leading biotech organization that develops life-extending technologies for patients located in Morrisville, NC. The Call Center Quality Manager will ensure high-quality patient support programs to achieve positive outcomes. Responsibilities of the Call Center Quality Manager include: * Develop and maintain a comprehensive patient engagement quality program that drives continuous improvement * Monitor performance through key performance indicators (KPIs) to evaluate the performance of patient service programs * Create procedures, policies, and guidelines to support quality service delivery * Implement new technologies, processes, and best practices Qualifications for the Call Center Quality Manager include: * 5+ years of experience in a call center environment providing customer services or patient experience management * Excellent collaboration, communication, and presentation skills * Proficient in using KPIs and metrics to evaluate quality and effectiveness * Bachelor's or Master's degree in life sciences, business, or a related field Compensation for the Call Center Quality Manager includes: * Salary Range: $110,000 - $135,000 depending on experience * Comprehensive Benefits Package: Medical/Dental/Vision * Perks: 401K, generous PTO, 2 annual bonus', hybrid Keywords: quality manager, continuous improvement, insight, insight team, patient access manager, customer service manager, care access manager, patient services, patient service manager, call center supervisor, call center manager, call center, quality score card, score card, patient support, patient support program, patient engagement, continuous improvement, KPI, key performance indicators, metrics, performance monitoring, performance evaluation, patient satisfaction, patient engagement, healthcare, hospitals, insurance, medical insurance, patient management, care manager, Customer service center, contact center, support center, customer care center, client service center, customer support hub, contact hub, customer interaction center, assistance center, customer engagement center, patient satisfaction, program metrics, metrics, program analysis, program performance, program metric reporting, performance improvement, performance improvement plan, performance reviews, abandonment rate, call handle time, turnaround time #LI-HYBRID #LI-JA2 #PANDO #LI-DNP