Quality Analyst - Pharmacy Call Center

About the role

The Quality Analyst (Pharmacy Call Center) manages client expectations and ensures the delivery of quality services so that clients are satisfied. The role requires a deep understanding of IQVIA's operational processes and business objectives, and keeps up with program changes, support techniques and tools. It is based in Taguig.

Key responsibilities

• Review and evaluate recorded and live contact center interactions, including SMS, email, phone calls, chat and CRM, to verify agents give correct information and follow compliance requirements.
• Evaluate other key operational processes according to program requirements.
• Conduct monthly coaching sessions with team members to review evaluation results.
• Become the subject matter expert on dedicated or various programs.
• Ensure clients obtain maximum value from products and services, answer client queries and collaborate to obtain data in client-desired formats.
• Review client data requirements with internal resources so that product deliverables meet customer specifications, including timeliness and quality.
• Help define and enforce best practices and support management-driven initiatives.
• Identify contact center and operational trends, analyze them and recommend improvements.
• Complete monthly program quality reports and ad-hoc reports, control report generation under guidance and support clients daily or as a specialist on specific products or services.
• Follow IQVIA data verification protocols.

Required profile

• Bachelor's degree or equivalent experience preferred.
• 2+ years of related contact center experience preferred, focusing on healthcare contact centers dealing with patients, healthcare providers and payers.
• Previous contact center quality monitoring experience preferred.
• Amenable to reporting in flexible, shifting schedules and working onsite in Taguig.