Quality Analyst, Product Support

McKesson • Irving, TX

3d • $25 - $41 • Hybrid

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. This role is a hybrid position. The selected candidate is expected to work on-site at our Irving, TX (Las Colinas) office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities. Current Need: The Quality Analyst, Product Support at Macro Helix LLC plays a critical role in ensuring the delivery of high-quality product support services. This individual will be responsible for monitoring, evaluating, and improving the effectiveness and efficiency of our product support processes and interactions, ultimately contributing to exceptional customer satisfaction.

Requirements

• Degree or equivalent and typically requires 2+ years of relevant experience.
• 2+ years of experience in a quality assurance, quality analyst, or similar role within a product support, customer service, or technical support environment.
• Proven experience in reviewing and evaluating customer interactions (e.g., calls, emails, chats) against established quality standards.
• Excellent analytical skills with the ability to identify trends, analyze data, and derive actionable insights.
• Strong written and verbal communication skills, presentation skills, with the ability to provide clear, constructive feedback.
• Proficiency in using CRM systems (e.g., Salesforce, Zendesk) and quality monitoring tools.
• Exceptional attention to detail and a commitment to maintaining high-quality standards.
• Ability to work independently and collaboratively within a team-oriented environment.

Nice To Haves

• Familiarity with healthcare or pharmacy software systems is a plus.

Responsibilities

• Conduct regular quality assurance reviews of product support interactions (e.g., phone calls, emails, chat transcripts, support tickets) to assess accuracy, completeness, adherence to policies, and customer service quality.
• Identify trends, patterns, and root causes of quality issues within the product support team and recommend corrective actions and process improvements.
• Develop and maintain quality standards, rubrics, and scoring methodologies for product support performance evaluation.
• Provide constructive feedback and coaching to product support specialists based on quality review findings to foster continuous improvement.
• Collaborate with training and development teams to identify training needs.
• Generate comprehensive reports on quality metrics, performance trends, and areas for improvement for management review.
• Participate in the development and refinement of product support workflows, knowledge base articles, and standard operating procedures.
• Assist in the calibration of quality scores and standards across multiple reviewers to ensure consistency.
• Stay up-to-date with product updates, new features, and changes in support processes to accurately assess interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed