The Quality Assurance Business Analyst Team Lead/Supervisor is instrumental in maintaining and enhancing service quality within our contact center. This leadership role entails managing a dedicated team of Quality Assurance Business Analysts (QAAs), ensuring adherence to industry standards, and driving continuous service improvement initiatives. The supervisor collaborates with various cross-functional teams to boost client satisfaction and optimize business processes.
Key Responsibilities:
- Lead and Supervise: Direct a team of QAAs, fostering a culture of excellence and compliance.
- Mentorship and Training: Provide comprehensive training and mentorship, including performance evaluations to enhance team capabilities.
- Service Quality Assurance: Monitor and ensure the team’s performance meets or surpasses service quality benchmarks.
- Compliance and Accuracy: Oversee the accuracy of information provided by QAAs and maintain strict compliance with protocols.
- Coaching and Development: Conduct regular coaching sessions to review performance evaluations and promote professional development.
- Program Knowledge: Gain in-depth knowledge of the contact center’s supported programs to provide expert guidance.
- Subject Matter Expertise: Serve as a subject matter expert (SME), offering insights and solutions for complex issues.
- Client Satisfaction: Ensure clients receive maximum value from our services through diligent service delivery.
- Collaboration: Liaise with internal teams to address client data requirements and uphold service quality.
- Best Practices: Develop and implement quality assurance best practices to refine operational procedures.
- Reporting and Analysis: Generate detailed quality reports and perform ad-hoc analyses to guide strategic decision-making.
- Compliance with Standards: Maintain compliance with IQVIA data verification protocols and standards pertinent to pharmaceutical programs and patient affordability.
Requirements:
- Educational Background: Bachelor’s degree or equivalent professional experience is preferred.
- Industry Experience: At least 3 years of experience in a contact center environment, healthcare sector experience is advantageous.
- Pharmaceutical Knowledge: Familiarity with pharmaceutical manufacturing processes and patient support programs.
- Quality Monitoring Expertise: Proven track record in quality monitoring within a contact center setting.
- Communication Skills: Outstanding communication and interpersonal skills are essential.
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
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status
The potential base pay range for this role is $50,000 - $60,000 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.
