Quality Assurance Analyst

Quality Assurance Analyst – Remote () | |

About the Company

• UBC is a pharmaceutical support industry leader, devoted to empowering health solutions for a better tomorrow.
• UBC provides services to enhance the entire drug development process and commercialization lifecycle, from clinical trial support to real-world evidence generation.
• UBC fosters a culture built on Core Values: Collaborative, Conscientious, Curious, Consultative, and Compassionate.
• UBC believes in an inclusive workplace that fosters creativity.
• UBC is proud to be an equal opportunity employer and is committed to a diverse, equitable, and inclusive culture.

Responsibilities

• Deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls.
• Complete call observations and evaluate Advocate performance based on a standard set of criteria.
• Host internal/external call calibration sessions.
• Provide onsite leadership support to Quality Representatives, Business Partners/Customers by providing floor support, answering questions, and responding to leadership requests.
• Present quality program/initiatives.
• Analyze and provide weekly/monthly trending analysis to Management staff (Reporting/Trend Analysis).
• Participate or lead projects to help drive quality improvements and/or expand services (Service Improvement Projects).
• Take phone calls, review Source and emails, attend training, and distribute monthly evaluations as additional duties.
• Actively participate in in-person and virtual meetings/events (internal and external).

Requirements

• 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 analytical skills.
• Ability to work independently in a fast-paced environment.
• Ability to travel as needed (up to 10%).

Preferred Qualifications (Nice to Have)

• Bachelor’s degree in related field, or 8 – 11 years of equivalent work experience.
• 2 – 5 years of relevant experience or MA/MS degree.
• Strong leadership skills with some supervisory experience preferred.
• High regard for superior quality of service.

Benefits

• Remote opportunities.
• Competitive salaries.
• Growth opportunities for promotion.
• 401K with company match.
• Tuition reimbursement.
• Flexible work environment.
• Discretionary PTO (Paid Time Off).
• 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.

Category

Data Analysis