Quality Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Monitor interactions and review documentation to ensure compliance with regulatory standards and specific client guidelines.

• Detect quality and performance concerns and collaborate with Program Leadership to offer coaching, feedback, and training that enhance quality standards.

• Aid in the implementation and enforcement of Quality and Compliance initiatives and associated activities as assigned.

• Engage in internal and external client audits as instructed by Program Leadership.

• Evaluate and document the results of each monitored interaction in the project quality management system to guarantee timely feedback to the Inizio Engage team.

• Organize and participate in internal and client calibration sessions with Program Leadership, contributing to discussions aimed at promoting scoring consistency, quality standards, and ongoing improvement.

• Support continuous quality improvement efforts by identifying trends, suggesting corrective measures, and contributing to enhancements in processes and documentation.

• Gather, analyze, and report on Quality Assurance (QA) metrics, identify trends, and propose updates to procedures, training materials, and quality documentation as necessary.

• Work with Program Leadership to ensure all resource materials are updated, versioned, and compliant with requirements for future audits as directed.

• Verify signature compliance for evaluation forms within the Quality Monitoring System and program updates within the Inizio Project Update System to ensure timely completion in line with Inizio policies.

• Assist Program Leadership in the preparation and certification of program staff, as requested.

⛳️ Requirements

• Current registration and good standing with the Professional Regulation Commission (PRC) along with the relevant Philippine healthcare professional regulatory board (e.g., Board of Nursing or Board of Pharmacy) is preferred.

• A Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience is preferred.

• Familiarity with the United States healthcare systems, medicines regulation, and pharmacovigilance requirements is preferred.

• Experience in Medical Information, Pharmacovigilance, Patient Support Programs, healthcare call centers, or similar roles within the pharmaceutical industry is preferred.

• Strong preference for candidates with internal auditing and call monitoring experience.

• Training and coaching experience is preferred.

• Proven proficiency in both spoken and written English, with the capability 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.

• Willingness and ability to work schedules that accommodate U.S. business operations, including evenings, overnight shifts, weekends, and holidays as required.

• Strong analytical, critical thinking, problem-solving, and organizational skills.

• Capacity to manage multiple priorities and adjust in a fast-paced environment.

• Demonstrated initiative, self-discipline, attention to detail, and effective time management in a remote work setting.

🏝️ Benefits

• Must safeguard confidential information by adhering to client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security protocols, and relevant regulatory requirements.