Quality Analyst
RemotePhilippines
Job Summary
Monitor and evaluate telephone and electronic interactions involving adverse events, product quality complaints, medical information requests, and general inquiries to ensure regulatory compliance. Identify quality and performance trends, then partner with program leadership to provide coaching, feedback, and training that enhances quality standards and customer experience. Score and document monitored interactions in the project quality management system, while participating in internal and external client audits to ensure scoring consistency. Compile and analyze QA metrics to recommend updates to procedures, training materials, and documentation. Assist in implementing quality initiatives, updating resource materials, and certifying program staff as directed. Maintain strict confidentiality regarding sensitive client, employee, and quality information in compliance with HIPAA and local data privacy laws.
Required Qualifications
- Ability to lift, carry and otherwise move up to 25 pounds
- Ability to sit, stand or walk for various lengths of time throughout the day
- Ability to communicate effectively with clients and co-workers
- Ability to proficiently operate computer hardware and software on a daily basis
- Ability to effectively operate computers, telephony systems, standard office equipment, and business applications
- Ability to work remotely in a secure work environment
- Ability to travel for business purposes
- Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required
- Strong analytical, critical thinking, problem-solving, and organizational skills
- Ability to manage multiple priorities and adapt in a fast-paced environment
- Demonstrated initiative, self-discipline, attention to detail, and effective time management in a remote work environment
- Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers
- Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies
Desired Qualifications
- Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine healthcare professional regulatory board (e.g., Board of Nursing or Board of Pharmacy)
- Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience
- Knowledge of United States healthcare systems, medicines regulation, and pharmacovigilance requirements
- Experience in Medical Information, Pharmacovigilance, Patient Support Programs, healthcare call centers, or related pharmaceutical industry roles
- Internal auditing and call monitoring experience
- Training and coaching experience
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