Quality Monitoring Analyst

Inizio-Engage; Myrtle Point (OR); On-site; USD 50,000 - 92,000; Full time

Job summary

Inizio Engage is seeking a Quality Monitoring Specialist to review calls and data cases for a biotechnology client, ensuring GDP, regulatory, and client guidelines. You will score reports, provide timely feedback, and attend calibration sessions with the client team.

Responsibilities include coaching staff, developing QA training with leadership, and identifying trends to improve quality. RN license and strong communication, organization, and analytical skills are essential for fast-paced

Qualifications

• Current RN License Required.
• Bachelor’s degree or related work experience preferred.
• Quality monitoring experience is strongly recommended.
• Training and coaching experience is preferred.
• Proficient in Microsoft Outlook, Word, Excel and PowerPoint.
• Exceptional verbal and written communication skills.
• Ability to prioritize and organize workflow activities in a fast paced environment.
• Strong organizational and analytical skills.
• Ability to multi task.
• Critical thinking and problem solving skills.
• Detail oriented.
• Ability to join frequent meetings and calls without disruption or disconnecting.

Responsibilities

• Conduct call and data case quality monitoring for program team using quality monitoring guidelines.
• Document and score the results of each report/case review and call monitoring in the Quality Management System (QMS) to provide timely feedback to staff.
• Attend call monitoring and case review calibration sessions with the client and program management team.
• Identify and share with program leadership trends in quality performance identified through quality monitoring.
• Support new agent certification and quality monitoring requirement.
• Provide one-on-one coaching to staff regarding quality monitoring.
• Collaborate with Corporate Project Trainer and leadership to develop and provide quality related training for Call Center staff specialists.
• Participate in discussions with the Quality Monitoring team relative to project requirements and product and safety knowledge.
• Work as a team to improve processes and procedures, and perform ad hoc projects for the program team as assigned.
• Assist with any/all quality activities and reporting as requested by the program team.
• Must safeguard patient privacy and confidentiality by following HIPAA guidelines.

Skills

Quality monitoring

Coaching

Communication

Organizational skills

Analytical skills

Multi-tasking

Critical thinking

Education

Bachelor's degree or related work experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Inizio Engage has a long-standing partnership with a leading Biotechnology company across Commercial, Patient Solutions and Medical Affairs businesses.Review calls, Adverse Event (AE) and Product Quality Complaint (PQC) reports/cases and associated documentation completed by Call Center staff to ensure adherence to Good Documentation Practices (GDP), regulatory requirements and client guidelines. Provide coaching, feedback and training to staff. Assist with Quality Assurance (QA) implementation and enforcement as assigned, including conducting and tracking the completion of internal audits.This is your opportunity to join Inizio Engage and represent a top biotechnology company!Why You’ll Love Working HereWe believe great people deserve great support—at work and beyond. That’s why we offer a rewards experience designed to help you thrive personally, professionally, and financially:Competitive pay that recognizes your experience, expertise, and impactComprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leaveCompany-paid holidays so you can rest, recharge, and focus on what matters mostRecognition programs, contests, and awards that celebrate your contributionsContinuous growth opportunities through learning, leadership development, and career advancement supportA collaborative culture where your ideas are valued and your work makes a differenceWe’re also proud to be recognized for creating an exceptional employee experience:Best Place to Work in BioPharma — 2022, 2023, 2025Certified Great Place to Work — 2021, 2023, 2025, 2026Learn more: https://www.greatplacetowork.com/certified-company/7003732The compensation for this role is $71,000 per year.What will you be doing? Conduct call and data case quality monitoring for program team using quality monitoring guidelines..Document and score the results of each report/case review and call monitoring in the Quality Management System (QMS) to provide timely feedback to the Call Center staff members specialists.Attend call monitoring and case review calibration sessions with the client and program management teamIdentify and share with program leadership trends in quality performance identified through quality monitoring.Support new agent certification and quality monitoring requirement.Provide one-on-one coaching to staff regarding quality monitoring .Collaborate with Corporate Project Trainer and leadership to develop and provide quality related training for Call Center staff specialistsParticipate in discussions with the Quality Monitoring team relative to project requirements and product and safety knowledge.Work as a team to improve processes and procedures, and perform ad hoc projects for the program team as assigned.Assist with any/all quality activities and reporting as requested by the program team.Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).What do you need for this position?Current RN License RequiredBachelor’s degree or related work experience preferredQuality monitoring experience is strongly recommended.Training and coaching experience is preferredProficient in Microsoft Outlook, Word, Excel and PowerPointExceptional verbal and written communication skillsAbility to prioritize and organize workflow activities in a fast paced environmentStrong organizational and analytical skillsAbility to multi taskCritical thinking and problem solving skillsDetail orientedAbility to join frequent meetings and calls without disruption or disconnecting.The base pay range for this position is $50K – $92K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.About Inizio EngageInizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them.To learn more about Inizio Engage, visit us at: https://inizio.health/Inizio Engage is proud to be an equal opportunity employer. Individuals seeking employment at Inizio are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Inizio will consider for employment qualified applicants with arrest and conviction records.Inizio Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however, only qualified candidates will be considered.