MICC Lead

Primary Responsibilities

Oversee daily operations of the call center team, ensuring adherence to schedules, protocols, and quality standards.

Assign tasks, monitor call volumes, and distribute workloads to optimize team efficiency.

Provide guidance and support to team members, fostering a collaborative and professional environment.

Ensure all responses to inquiries comply with regulatory standards (e.g., FDA, HIPAA, or other regional healthcare regulations).

Identify inefficiencies in workflows or call-handling processes and propose solutions.

Implement best practices to enhance team productivity and customer experience.

Stay informed about industry trends, new medical products, or changes in regulations to adapt operations accordingly.

Review call logs, scripts, and documentation for accuracy and completeness.

Conduct regular quality checks or audits to maintain high standards of medical information delivery.

Train new hires on call center procedures, medical terminology, product knowledge, and compliance requirements.

Provide ongoing coaching to improve communication skills, technical expertise, and customer service.

Stay updated on medical products, protocols, or regulations and disseminate this knowledge to the team.

Supervise and coordinate the daily activities of team members.

Assign tasks, set deadlines, and ensure work is completed efficiently and meets quality standards.

Monitor team performance and provide feedback, coaching, or training as needed.

Inspire and motivate team members to achieve individual and collective goals.

Foster a positive and collaborative team environment.

Resolve conflicts or issues within the team effectively.

Act as a liaison between the team and upper management, conveying goals, expectations, and updates.

Facilitate clear communication within the team to ensure alignment on objectives.

Report team progress, challenges, and successes to supervisors or stakeholders.

Plan and prioritize tasks or projects to meet deadlines and organizational objectives.

Track progress, identify bottlenecks, and implement solutions to keep work on track.

Ensure resources (tools, time, personnel) are allocated effectively.

SECONDARY RESPONSIBILITIES

Fostering a positive work environment by addressing team concerns, recognizing achievements, and facilitating problem-solving to maintain motivation and reduce turnover.

Maintain technical and industry knowledge by attending and participating in applicable company-sponsored training.

Preparing or reviewing periodic team reports (e.g., productivity summaries, compliance updates) for management or audits, ensuring transparency and accountability.

Collaborating with medical reviewers, safety scientists, or regulatory affairs teams to ensure seamless communication and alignment on safety issues or reporting deadlines.

Qualifications

Education : Qualified to degree level in Biosciences or an appropriate healthcare or pharmaceutical industry background.

Experience : 2-5 yrs experience in Pharmacovigilance.

Additional Skills

Strong motivational skills and abilities, promoting a team-based approach

Strong interpersonal and communication skills, both verbal and written in English (and / or as applicable)

Strong organizational and leadership skills

Goal-oriented

Ability to maintain professional and positive attitude

Attending and participating in applicable company-sponsored trainings

Working conditions

Travel : 0-50%

Lifting : 0-50 lbs.

Other : Computer work for long periods of time.

Shift timings : Willing to work in rotational shifts / night shifts.

This JOB description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs.

EEO Statement

Qinecsa is an equal opportunity employer. Qinecsa evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability / handicap status, or any other legally protected characteristic.

Acknowledgement

This is to acknowledge that I have received a copy of my job description, and I understand my roles and responsibilities as they relate to my position.