Quality Analyst (Pharmacy Call Center)

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.; Manila; On-site; PHP 450,000 - 600,000; Full time

Job summary

The Quality Assurance Business Analyst – Contact Center Operations at IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. will monitor and improve client interactions across voice, email, chat, and other channels, ensuring accuracy, compliance, and service quality in healthcare programs.

Responsibilities include conducting coaching sessions, defining best practices, analyzing trends, and delivering monthly quality reports to support client satisfaction and value realization for supported

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 2+ years of contact center experience, healthcare focus preferred.
• Strong communication and interpersonal skills; onsite in Taguig.

Responsibilities

• Review and evaluate recorded and live client contact center interactions for accuracy and compliance.
• Review and evaluate other key operational processes based on program requirements.
• Conduct monthly coaching sessions with team members to review evaluation results.
• Become the SME on dedicated/various programs.
• Ensure quality of service delivered to clients and assist in data delivery in client-desired formats.
• Review client data requirements to meet customer specifications, including timeliness and quality.
• Help define and enforce best practices and support management initiatives.
• Identify trends and provide detailed analysis and recommendations for improvement.
• Complete monthly program quality reporting data and ad-hoc reporting.
• Under guidance, manage report generation and support clients daily or as a specialist.
• Follow IQVIA data verification protocols.

Skills

Quality assurance

Data analysis

Communication skills

Healthcare/pharma knowledge

Coaching

Education

Bachelor’s degree

Job description

Quality Assurance Business Analyst – Contact Center Operations

Job Description Summary

The Quality Assurance Business Analyst will manage client expectations and ensure the delivery of quality services to ensure client satisfaction. The Service Quality Coordinator/Quality Manager will be expected to develop a comprehensive understanding of IQVIA’s operational processes and business objectives while staying updated with supported program changes and updates, including all current support techniques and tools.

Primary Responsibilities:

• Review and evaluate recorded and live client contact center interactions (including by not limited to sms, email phone calls, chat, and CRM). Verifying the contact center agent is providing correct information and following all internal and external compliance requirements.
• Review and evaluate other key operational processes, based on program requirements.
• Conduct monthly scheduled coaching sessions with team members to review evaluation results.
• Gain knowledge necessary to become the SME on dedicated/various programs.
• Responsible for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services. Answers client queries and collaborates to get data in client-desired formats.
• Reviews client data requirements with the appropriate internal resource to ensure that basic product deliverables meet the customer's specifications, including timeliness and quality.
• Help to define and enforce best practices and support management driven initiatives.
• Identify contact center/operational trends and provide detailed analysis to offer recommendations for how to improve.
• Complete monthly program quality reporting data and ad-hoc reporting.
• Under guidance, controls the report generation process and provides guidance and support to clients daily or as a specialist on specific products/services.
• Follows IQVIA data verification protocols.

Requirements:

• Bachelor’s degree or equivalent experience preferred.
• 2+ years related contact center experience preferred. Focusing on healthcare related contact center experience dealing with patients, healthcare providers and payers.
• Understanding of pharmaceutical access and affordability programs.
• Previous contact center quality monitoring experience preferred.Strong communication and interpersonal skills.
• Amenable to reporting in flexible, shifting schedules and onsite in Taguig.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.