Note: The job is a remote job and is open to candidates in USA. UBC is a pharmaceutical support industry leader devoted to empowering health solutions for a better tomorrow. The Quality Assurance Analyst is responsible for delivering high quality service through call monitoring and providing leadership support to ensure quality improvements and effective communication within the team.
Responsibilities
- Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria
- 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…
- Analyze and provide weekly/monthly trending analysis to Management staff
- Participate or lead projects to help drive quality improvements and/or expand services
- Provide support to leadership by participating and hosting internal/external client calibration sessions
- Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing monthly evaluations, etc
Skills
- 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
- High regard for superior quality of service
- Strong analytical skills
- Ability to work independently in a fast-paced environment
- Ability to travel as needed
- Actively participates in in-person and virtual meetings/events (internal and external)
- Strong leadership skills with some supervisory experience preferred
Benefits
- Remote opportunities
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- Discretionary PTO (Paid Time Off) OR 20 days (about 3 weeks) of PTO
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine (Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs
Company Overview