12 дней назад
Quality Analyst (Pharmacy Call Center)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Quality Analyst (Pharmacy Call Center) (Healthcare Quality Assurance): Reviewing pharmacy contact center interactions and operational processes to ensure accurate information, compliance, and high-quality client service with an accent on healthcare programs, quality monitoring, and data verification. Focus on coaching agents, analyzing operational trends, preparing quality reports, and improving contact center performance onsite in Taguig.
Location: Onsite in Taguig City, Philippines; flexible, shifting schedules required
Company
IQVIA provides clinical research services, commercial insights, and healthcare intelligence for the life sciences and healthcare industries.
What you will do
- Review and evaluate recorded and live contact center interactions across SMS, email, phone, chat, and CRM channels.
- Verify that agents provide accurate information and follow internal and external compliance requirements.
- Evaluate operational processes against program requirements and conduct monthly coaching sessions based on evaluation results.
- Develop subject-matter expertise across supported healthcare and pharmaceutical access programs.
- Analyze contact center and operational trends, recommend improvements, and prepare monthly and ad hoc quality reports.
- Verify client data requirements, support report generation, and follow established data verification protocols.
Requirements
- Bachelor’s degree or equivalent experience preferred.
- At least 2 years of related contact center experience preferred, particularly in healthcare programs involving patients, healthcare providers, and payers.
- Understanding of pharmaceutical access and affordability programs.
- Previous contact center quality monitoring experience preferred.
- Strong communication and interpersonal skills.
- Availability for flexible, shifting schedules and onsite work in Taguig City.
Culture & Benefits
- Work is organized around client satisfaction and delivery of quality services.
- Collaborate with internal resources and clients to meet product deliverable, quality, and timeliness requirements.
- Participate in management-driven initiatives and define and enforce operational best practices.
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