Quality Assurance Analyst - Call Center Monitoring

United Biosource Corporation• Remote, US,

9h•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!

Requirements

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
Strong leadership skills with some supervisory experience preferred
High regard for superior quality of service
Strong analytical skills
Ability to work independently in a fast-paced environment

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.
Ability to travel as needed.
Actively participates in in-person and virtual meetings/events (internal and external).