Quality Analyst – Pharmacy Call Center & Compliance

IQVIA LLC; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

IQVIA LLC is seeking a Quality Assurance Business Analyst to manage client expectations and ensure delivery of quality services in a healthcare-focused contact center. The role involves evaluating interactions, coaching, and ensuring data accuracy, with a strong emphasis on compliance and program quality.

The position requires a bachelor’s degree or equivalent, 2+ years in a contact center setting, and onsite work in Taguig, Philippines.

Qualifications

• Requires strong communication and interpersonal skills.
• 2+ years of related contact center experience preferred.
• Healthcare-related contact center experience preferred, with patients/providers/payors in scope.
• Familiarity with pharmaceutical access and affordability programs is a plus.

Responsibilities

• Review and evaluate recorded and live client contact center interactions (SMS, email, phone, chat, CRM).
• Verify agents provide accurate information and comply with internal/external requirements.
• Conduct monthly coaching sessions to review evaluation results.
• Becoming the SME on dedicated/various IQVIA programs.
• Ensure quality of service delivered to clients and alignment with product/service expectations.
• Generate and analyze data to identify trends and improvement opportunities.
• Produce monthly program quality reporting and ad-hoc reports.

Skills

Communication skills

Contact center experience

Healthcare domain knowledge

Education

Bachelor’s degree or equivalent experience

Job description

IQVIA LLC is seeking a Quality Assurance Business Analyst to manage client expectations and ensure delivery of quality services in a healthcare-focused contact center. The role involves evaluating interactions, coaching, and ensuring data accuracy, with a strong emphasis on compliance and program quality.

The position requires a bachelor’s degree or equivalent, 2+ years in a contact center setting, and onsite work in Taguig, Philippines.