Assoc Qual & Proc Imp Analyst

As leaders in the pharmaceutical support industry, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. 

Embark on a rewarding journey with UBC! Grow while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! 

Brief Summary:

Manage, monitor, and report the overall call and quality performance for assigned front line staff. The role is responsible for the evaluation, reporting, communication, and ongoing analysis of all call quality outcomes including call recordings, case management, and offline and patient journey. The role may also be responsible for client specific completion and compliance reporting.

Associate Quality and Process Improvement Analysts are responsible for documenting and reporting performance issues to Patient Service Center leadership. They provide trend data to various leaders within the organization during client and project implementations and ongoing through client and internal calibrations. This individual will help drive improvements by scoring to initiatives that drive strategic imperatives. Must demonstrate a high level of judgment and problem-solving skills when monitoring employee phone calls to ensure appropriate performance is being achieved. Responsible for daily monitoring of front-line staff  patient interactions through Inbound and Outbound calls, including e-mail interactions and use of internal systems. Strong attention to detail and analytical skills are required to perform this job well.

Specific job duties:

• Fulfill call monitoring requirements to support program needs including
  1. PSP, SOP, Compliance adherence
  2. Customer service performance
  3. Data entry accuracy
• Assess, evaluate, and report on overall individual and group/team performance
  1. Make recommendations to program management on addressing individual performance concerns
• Complete standard Quality processes
  1. Total quality process and scorecard training, Final Readiness assessment for new hires
  2. Coaching for all QSO calls and identified trends
  3. Ongoing QTips
  4. Create and maintain call library for both program and skill demonstration
• Participate in and execute internal and client call calibrations monthly or as defined by program requirements
• Compliance reporting to include identification and recording of UBC Quality errors, and client compliance assessment and reporting as defined by the program

Desired Skills and Qualifications:

• High school diploma required, Bachelor’s degree or equivalent experience preferred
• 2 to 4 years equivalent job experience; Quality monitoring experience preferred
• No certifications required, ASQ and PMP certification preferred
• Excellent EXCEL skills required
• General PC skills including proficiency in Microsoft office, including Microsoft Access
• Strong customer service/quality background;
  1. Excellent verbal and written communications skills;
  2. Strong prioritization skills;
  3. Ability to meet daily / monthly production goals;
  4. High regard for superior quality of service
• Strong analytical skills

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. 

Here are some of the exciting perks UBC offers: 

• Remote opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off) 
• Paid Holidays
• Employee assistance programs 
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

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