Quality Monitoring Analyst

Inizio Engage; Northern (KY); Hybrid; USD 50,000 - 92,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits including MED/•

Paid time off

401(k) with company match

Disability and life insurance

Paid maternity and paternity leave

Company-paid holidays

Recognition programs

Career development

Collaborative culture

Job summary

Inizio Engage is seeking a Quality Assurance professional to monitor call and data case quality for a biotechnology program. You will document findings in the QMS, provide timely feedback, and calibrate with client teams to ensure adherence to GDP, regulatory requirements, and client guidelines.

You will coach staff, support agent certification, and collaborate with the program leadership to drive quality improvements while safeguarding patient privacy in line with HIPAA and company policies.

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.

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 the Call Center staff members specialists.
• 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 the guidelines set forth in HIPAA.

Skills

Quality monitoring

Training and coaching

Verbal and written communication

Multitasking

Organizational and analytical skills

Education

Bachelor's degree or related work experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft 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 Here

• Competitive pay that recognizes your experience, expertise, and impact
• Comprehensive 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 leave
• Company-paid holidays so you can rest, recharge, and focus on what matters most
• Recognition programs, contests, and awards that celebrate your contributions
• Continuous growth opportunities through learning, leadership development, and career advancement support
• A collaborative culture where your ideas are valued and your work makes a difference

We’re also proud to be recognized for creating an exceptional employee experience: Best Place to Work in BioPharma — 2022, 2023, 2025 Certified Great Place to Work — 2021, 2023, 2025, 2026 Learn more: https://www.greatplacetowork.com/certified-company/7003732

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 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 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 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.

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 Engage

Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare.

Our passion, 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.

Inizio 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. That’s why at Inizio Engage we’ve brought together a group of more than 7,000 experts, working in more than 20 countries. A passionate, diverse team with global reach and local knowledge. Together, we partner with our clients to challenge conventional thinking to empower people to make better health decisions and enhance treatment outcomes across the globe.