Quality Analyst
Core
Monitor and evaluate telephone and electronic interactions (Adverse Events, Product Quality Complaints, Medical Information Requests) to ensure regulatory compliance and quality standards.
Role type
Quality Analyst (Healthcare/Pharmacovigilance)
Builds
Quality assurance reports, coaching feedback, and continuous improvement initiatives for call center operations.
Domain
Healthcare / Pharmacovigilance / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Interaction monitoring, regulatory compliance analysis, trend identification, coaching and feedback delivery, audit participation, data reporting, confidentiality management, Microsoft Office proficiency, contact center technology usage.
Preferred skills
Healthcare professional registration (Nursing/Pharmacy), US healthcare systems knowledge, pharmacovigilance experience, internal auditing experience, training and coaching experience.
Responsibilities
Conduct interaction monitoring and review documentation for adherence to guidelines; Identify quality issues and provide coaching/feedback; Assist in implementing Quality and Compliance initiatives; Participate in internal and external client audits; Score and document interaction results in the quality management system; Coordinate calibration sessions to ensure scoring consistency; Compile, analyze, and report QA metrics; Review signature compliance for evaluation forms; Support program staff certification.
Seniority
Individual Contributor
