Quality Analyst

Position Summary:

The Quality Analyst is primarily responsible for providing performance assessment of call quality, quality data management, and administrative support to AbbVie Copay Support Solutions (ACSS) Team. The Quality Analyst will monitor team and agent progress towards agreed upon IQVIA and Client performance expectations and provide quality reporting.

Primary Responsibilities:

• Monitoring ACSS Agent 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 Program Managers on regular and timely basis.
• Monitor calls via silent monitoring of live calls or review of recorded calls.
• Ensure that ACSS Agents are interacting with customers in accordance with AbbVie guidelines and are serving the patients’ best interests.
• Monitor ACSS Agent performance and facilitate 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 ACSS Agent performance against defined Service Level Agreements with our Customer.
• Ensure agents are effectively completing assigned tasks, 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 ACSS Agent 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 Program Managers on regular and timely basis.
• Provide Quality Assessment review to Program Managers monthly and upon request.
• Any additional duties as assigned by program management.

Qualifications

• To be eligible for this position, you must reside in the same country where the job is located.
• Bachelor’s degree preferred.
• Patient support program experience preferred (2 years) 
• Quality Assurance or Team Lead experience (1 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 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 proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

The potential base pay range for this role is $51,000-$65,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

Salary : $51,000 - $65,000