Remote Pharmacy Quality Analyst & QA Trainer

Lumicera; Trenton (NJ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Profl/

Referral Bonus Program – up to $750!

Job summary

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. The Quality Analyst will develop, implement, and monitor processes to audit key performance indicators and ensure service quality across the team.

The role involves auditing inbound service calls, documenting outcomes, and partnering with Training to align QA findings with development. Travel to other campuses may be required.

Qualifications

• Experience in QA for calls or patient interactions preferred.
• Experience with evaluating empathy, accuracy, and compliance.
• Proficiency with common QA tools (Calabrio or similar).

Responsibilities

• Conduct evaluations of inbound/outbound interactions using scorecards to assess empathy, communication, accuracy, compliance, and process adherence.
• Identify trends, recurring issues, and systemic barriers affecting patient experience or performance.
• Facilitate calibration sessions to ensure scoring consistency and inter-rater reliability.
• Recommend updates to scorecards, rubrics, workflows, and coaching tools based on findings.
• Support compliance program objectives and regulatory requirements.
• Travel to other campuses and training events as needed.

Skills

Quality assurance

Call center experience

Communication

Education

Bachelor’s degree or equivalent experience

High School diploma or equivalent

Tools

Calabrio

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. The Quality Analyst will develop, implement, and monitor processes to audit key performance indicators and ensure service quality across the team.

The role involves auditing inbound service calls, documenting outcomes, and partnering with Training to align QA findings with development. Travel to other campuses may be required.