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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.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and analytical skills while providing quality support and service improvement initiatives. Proficient in call monitoring, reporting, and trend analysis to enhance organizational performance.
Highest-signal resume keywords
Call MonitoringLeadership SupportReporting/Trend AnalysisService Improvement ProjectsStrong Customer Service
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Analytical SkillsMicrosoft OfficeQuality ImprovementProject ManagementData Analysis
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationStrong Prioritization SkillsLeadership SkillsAbility to Work Independently
Industry Keywords
Quality ProgramCustomer ServicePerformance EvaluationCalibration SessionsFast-Paced Environment
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