Quality Assurance Analyst - Call Center Monitoring at United Biosource Corporation

, , United States -

Full Time

Start Date

Immediate

Expiry Date

30 Sep, 26

Salary

0.0

Posted On

02 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Monitoring, Quality Assurance, Trend Analysis, Leadership, Customer Service, Communication, Prioritization, Analytical Skills, Microsoft Office, Calibration Sessions

Industry

Biotechnology Research

Description

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! Brief Description: The primary function of the Quality Assurance Analyst is to deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal/external call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Engages with inter-organizational and outside customer contacts on routine matters. Specific job duties: * Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria. * Provide Leadership Support: 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… * Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff * Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services. * Calibration Sessions: Provide support to leadership by participating and hosting internal/external client calibration sessions. * Standard Works Support: 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) Desired Skills and Qualifications: * 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 At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. Here are some of the exciting perks UBC offers: * 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 UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients. #LI-SG1 #LI-remote M-F 8AM - 4PM EST

Responsibilities

The Quality Assurance Analyst monitors incoming and outgoing calls to evaluate performance based on standard criteria. They are also responsible for hosting calibration sessions, providing leadership support, and performing quality trend analysis.