Quality Assurance Business Analyst – Contact Center Operations
Job Description Summary
The Quality Assurance Business Analyst will manage client expectations and ensure the delivery of quality services to ensure client satisfaction. The Service Quality Coordinator/Quality Manager will be expected to develop a comprehensive understanding of IQVIA’s operational processes and business objectives while staying updated with supported program changes and updates, including all current support techniques and tools.
Primary Responsibilities:
- Review and evaluate recorded and live client contact center interactions (including by not limited to sms, email phone calls, chat, and CRM). Verifying the contact center agent is providing correct information and following all internal and external compliance requirements.
- Review and evaluate other key operational processes, based on program requirements.
- Conduct monthly scheduled coaching sessions with team members to review evaluation results.
- Gain knowledge necessary to become the SME on dedicated/various programs.
- Responsible for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services. Answers client queries and collaborates to get data in client-desired formats.
- Reviews client data requirements with the appropriate internal resource to ensure that basic product deliverables meet the customer's specifications, including timeliness and quality.
- Help to define and enforce best practices and support management driven initiatives.
- Identify contact center/operational trends and provide detailed analysis to offer recommendations for how to improve.
- Complete monthly program quality reporting data and ad-hoc reporting.
- Under guidance, controls the report generation process and provides guidance and support to clients daily or as a specialist on specific products/services.
- Follows IQVIA data verification protocols.
Requirements:
- Bachelor’s degree or equivalent experience preferred.
- 2+ years related contact center experience preferred. Focusing on healthcare related contact center experience dealing with patients, healthcare providers and payers.
- Understanding of pharmaceutical access and affordability programs.
- Previous contact center quality monitoring experience preferred.
- Strong communication and interpersonal skills.
- Amenable to reporting in flexible, shifting schedules and onsite in Taguig.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.