• Job Description

  Req#: R1310186

  The Quality Analyst is primarily responsible for providing performance assessment of call quality, quality data management, and administrative support to Ambassador Resource Specialists (ARS) and District Leaders. The Quality Analyst will monitor team and ARS progress towards agreed upon IQVIA and Client performance expectations and provide quality reporting.

  Call Center Quality Analyst Responsibilities:

  • Monitoring Ambassador Resource Specialist calls to assess patient interactions to ensure program guidelines are strictly adhered to for compliance.
  • Monitor calls via silent monitoring of live calls or review of recorded calls.
  • Manage reporting, documentation accuracy and call quality performance.
  • Monitor telephony platform metrics for each Specialist.
  • Prepare monthly individual and project summary reports for client.
  • Assist with the planning and delivery of training and client periodic meetings.
  • Monitor compliance regarding proper and appropriate use of approved client resources.
  • Communicate with District Leaders on regular and timely basis.
  • Monitor calls via silent monitoring of live calls or review of recorded calls.
  • Ensure that call center agents are interacting with customers in accordance with AbbVie guidelines and are serving the patients’ best interests.
  • Monitor ARS performance and facilitate PRODUCT Program objectives utilizing a quality scorecard.
  • Perform a continuous process of evaluating and identifying key behaviors that improve customer experience.
  • Detect skills gaps or training needs.
  • Assess ARS performance against defined Service Level Agreements with our Customer.
  • Ensure agents are effectively representing PRODUCT, resolving issues, and answering customers’ questions.
  • Facilitate high level customer service by assessing agent behavior with the goals of reducing negative patient experience, effectively use time and resources, and reduce agent attrition.
  • Assess ARS interaction with customers against a set of quality standards which includes subjective components such as soft skills and courtesy.
  • Identify historical trends through data analysis.
  • Monitor trends within the call center, such as month over month agent performance metrics and any missed SLAs at the agent or organizational level.
  • Communicate with District Leaders on regular and timely basis.
  • Provide Quality Assessment review to District Leaders monthly and upon request.
  • Any additional duties as assigned by program management.

  Minimum Requirements:

  • Bachelor’s degree preferred
  • Patient support program experience preferred (2+ years)
  • Quality Assurance experience (2+ years) in a Call Center environment required.
  • Must be able to manage multiple tasks and have excellent organizational skills.
  • Ability to examine business environment and develop/execute in response to program opportunities
  • Candidate should have a working knowledge of the market including trends and issues as they relate to customer service and virtual communications.
  • Ability to lead and drive for results in cross-functional teams. Strong planning and prioritization skills.
  • Strong and effective presentation skills; excellent communications skills – both written and verbal.
  • Initiative and vision: develop strategy and deliver results.
  • Drive and enthusiasm.
  • Exceptional interpersonal skills and the ability to build and inspire support for initiatives.
  • Ability to build and maintain relationships with third parties using strong collaborative and communication skills
  • Fully competent in MS Office (Word, Excel, PowerPoint, Salesforce).
  • Five9 Telephony platform experience preferred

  IQVIA offers a friendly, progressive work atmosphere and a comprehensive benefits package including medical, dental, life insurance and vision coverage, tuition assistance, bonus plan and 401(k).

  
  We look forward to the prospect of working with you!

  EEO Minorities/Females/Protected Veterans/ Disabled

  IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

  We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

  As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

• About the company

  IMS Health and Quintiles are now IQVIA. We are committed to providing solutions that enable healthcare companies to innovate with confidence, maximize opportunities and, ultimately, drive healthcare forward. We do this via breakthroughs in insights, t...

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