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Quality Assurance Analyst – Call Center Monitoring
UBCQuality Assurance Analyst delivering high-quality service through call monitoring in pharmaceutical support industry. Involved in reporting, leadership support, and service improvement projects.
About the role
Key responsibilities & impact- Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria.
- Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc.…
- Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff.
- Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services.
- Calibration Sessions: Provide support to leadership by participating and hosting internal/external client calibration sessions.
- Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing monthly evaluations, etc.
- Ability to travel as needed.
- Actively participates in in-person and virtual meetings/events (internal and external)
Requirements
What you’ll need- Bachelor’s degree in related field, or 8 – 11 years of equivalent work experience
- 2 – 5 years of relevant experience or MA/MS degree
- General PC knowledge including Microsoft Office, Internet, and email
- Strong customer service/quality background experience
- Excellent verbal and written communication skills
- Strong prioritization skills
- Strong leadership skills with some supervisory experience preferred
- High regard for superior quality of service
- Strong analytical skills
- Ability to work independently in a fast-paced environment
Benefits
Comp & perks- Remote opportunities
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- Discretionary PTO (Paid Time Off) OR 20 days (about 3 weeks) of PTO
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine (Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Analytical SkillsMicrosoft OfficeQuality ImprovementProject ManagementData Analysis
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationStrong Prioritization SkillsLeadership SkillsAbility to Work Independently