Remote Pharmacy Quality Analyst: Audit & Improvement

Lumicera; Austin (TX); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

Holidays

401K match

Adoption assistance

Flexible spending account

Educational assistance

Membership assistance

Referral bonus

Job summary

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. The role develops, implements, and monitors processes to audit key performance metrics, supporting leadership with actionable insights on associate performance and patient care quality.

You will review call quality, collaborate with Training to align QA findings with coaching tools, and contribute to process improvements. Occasional travel to other campuses and training events may be required.

Qualifications

• Minimum high school diploma; bachelor’s degree or equivalent experience preferred.
• Experience in call-center quality assurance or related field preferred.
• Experience with Calabrio or similar quality management tools preferred.
• Proficiency in Outlook, Word, Excel, and PowerPoint required.

Responsibilities

• Evaluate inbound/outbound interactions using established scorecards to assess empathy, communication, accuracy, compliance, and process adherence.
• Identify trends, recurring issues, and systemic barriers affecting patient experience or performance.
• Calibrate scoring with contributors and area leaders to ensure consistency and update guidance as needed.
• Support QA program objectives, ensuring evaluations and documentation align with regulatory requirements.

Skills

Quality assurance

Call-center experience

MS Office

Education

High School diploma or equivalent

Bachelor’s degree or equivalent experience

Tools

Calabrio

Job description

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. The role develops, implements, and monitors processes to audit key performance metrics, supporting leadership with actionable insights on associate performance and patient care quality.

You will review call quality, collaborate with Training to align QA findings with coaching tools, and contribute to process improvements. Occasional travel to other campuses and training events may be required.