Quality Assurance Analyst – English Speaking

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

📋 Description

• Execute quality assessments of calls, emails, and various customer interactions.

• Evaluate customer engagements and case documentation for precision, thoroughness, professionalism, and compliance with established procedures.

• Recognize and ensure proper management and escalation of potential Adverse Events (AEs), Product Quality Complaints (PQCs), privacy issues, and other reportable information.

• Consistently apply quality standards and maintain detailed records of reviews and outcomes.

• Report critical findings and potential compliance risks as necessary.

• Deliver clear and constructive feedback to facilitate continuous improvement and agent development.

• Engage in quality calibration activities.

• Prepare and evaluate quality reports, pinpointing recurring challenges, trends, and opportunities for enhancement.

• Assist in new-hire certification and quality evaluations as needed.

• Contribute to quality investigations, audits, and ongoing improvement initiatives.

• Support one of the largest pharmaceutical companies globally and help ensure safe, compliant customer care.

⛳️ Requirements

• Proficient in English (both written and spoken).

• Excellent attention to detail, analytical skills, and effective communication abilities.

• Capability to identify risks, trends, and areas for enhancement while providing constructive feedback.

• Prior experience in Quality Assurance, pharmacovigilance, regulatory operations, or a regulated pharmaceutical contact center is preferred.

• Experience in quality monitoring across calls, emails, or other customer-contact platforms is preferred.

• Familiarity with Adverse Events (AEs), Product Quality Complaints (PQCs), CAPA, and quality/compliance processes is advantageous.

• A university or college degree in Life Sciences, Healthcare, Quality, or a related field is preferred.

• Comfortable with technology and quick to adapt to new systems.

• French language proficiency is a plus.

• Must currently reside in the Philippines with valid and legal documentation to work in the country.

🏝️ Benefits

• Competitive salary.

• Internet allowance.

• Private health insurance.

• Company-provided equipment.

• Fully remote work.

• Full-time permanent employment.