Associate Quality & Process Improvement Analyst

United Biosource Corporation

30d•Remote

About The Position

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! Manage, monitor, and report on the overall call and quality performance for assigned front line staff. The role is responsible for the evaluation, reporting, communication, and ongoing analysis of all call quality outcomes including call recordings, case management, and offline and patient journeys. The role may also be responsible for client specific completion and compliance reporting. Associate Quality and Process Improvement Analysts are responsible for documenting and reporting performance issues to Patient Service Center leadership. They provide trend data to various leaders within the organization during client and project implementations and ongoing through client and internal calibrations. This individual will help drive improvements by scoring to initiatives that drive strategic imperatives. Must demonstrate a high level of judgment and problem-solving skills when monitoring employee phone calls to ensure appropriate performance is being achieved. Responsible for daily monitoring of front-line staff patient interactions through Inbound and Outbound calls, including e-mail interactions and use of internal systems. Strong attention to detail and analytical skills are required to perform this job well.

Requirements

High school diploma required, Bachelor’s degree or equivalent experience preferred
2 to 4 years equivalent job experience; Quality monitoring experience preferred
No certifications required, ASQ and PMP certification preferred
Excellent EXCEL skills required
General PC skills including proficiency in Microsoft office, including Microsoft Access
Strong customer service/quality background.
Excellent verbal and written communications skills.
Strong prioritization skills.
Ability to meet daily / monthly production goals.
High regard for superior quality of service.
Strong analytical skills

Nice To Haves

Bachelor’s degree or equivalent experience
Quality monitoring experience
ASQ and PMP certification

Responsibilities

Fulfill call monitoring requirements to support program needs
PSP, SOP, Compliance adherence
Customer service performance
Data entry accuracy
Assess, evaluate, and report on overall individual and group/team performance
Make recommendations to program management on addressing individual performance concerns
Complete standard Quality processes
Total quality process and scorecard training, Final Readiness assessment for new hires
Coaching for all QSO calls and identified trends
Ongoing QTips
Create and maintain a call library for both program and skill demonstration
Participate in and execute internal and client call calibrations monthly or as defined by program requirements
Compliance reporting to include identification and recording of UBC Quality errors, and client compliance assessment and reporting as defined by the program