Quality Assurance Analyst

Freddie Mac; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in pharmaceutical support is seeking a Quality Assurance Analyst to deliver high-quality services through monitoring calls and providing leadership support. The role offers the chance to impact patient outcomes positively while analyzing trends and participating in service improvement projects. Candidates should possess strong analytical, leadership, and communication skills, along with a relevant degree or equivalent experience.

Qualifications

• 2 - 5 years of relevant experience required.
• Strong customer service/quality background experience essential.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Review incoming and outgoing patient, provider, and client calls.
• Provide support and leadership to quality representatives.
• Analyze and provide weekly/monthly trending analysis.

Skills

Customer Service

Analytical Skills

Leadership

Communication

Prioritization

Education

Bachelor's degree in related field

8 - 11 years of equivalent work experience

MA/MS degree

Tools

Microsoft Office

Job description

As leaders in the pharmaceutical support industry, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

Embark on a rewarding journey with UBC! Grow while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Brief Summary:

The primary function of the Quality Assurance Analyst is to deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal/external call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Engages with inter-organizational and outside customer contacts on routine matters.

Specific job duties:

• 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.

Desired skills and qualifications:

• 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 pace environment

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

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