Role Summary

The Quality Assurance Analyst supports Quality Monitoring activities across Patient Access & Support Services programs by providing objective, data-driven assurance that patient services interactions meet regulatory, contractual, and program expectations. The role evaluates interactions for quality and compliance, documents defensible scoring decisions, and contributes to risk identification, escalation, calibration, where applicable, and quality trend reporting in partnership with Operations and Training.

Key Responsibilities

• Evaluate patient services interactions using approved Quality Monitoring frameworks and program-specific quality rubrics.
• Apply quality standards consistently and document clear, defensible scoring rationales.
• Identify, document, and escalate compliance risks, including Adverse Events, Product Complaints, and privacy concerns, contractual compliance concerns, and other reportable issues in accordance with established procedures.
• Contribute actionable insights to support agent coaching and operational improvement, aligned to quality findings.
• Participate in calibration activities, as applicable, and apply alignment updates to ensure scoring consistency.
• Identify and trend repeat compliance, quality, or process risks and escalate systemic issues to Operations and Training.
• Support monthly quality trend reporting and contribute to client-facing and internal quality summaries as required.
• Maintain accurate documentation to support audit readiness, inspections, and client review requests.

Reporting and Trend Support

• Contribute accurate quality monitoring data, evaluation findings, and trend observations for monthly program reporting.
• Validate assigned evaluation details, comments, scoring rationale, and supporting documentation before reporting inputs are submitted for review.
• Summarize recurring quality, compliance, documentation, or process trends in a clear, actionable format.
• Support internal and client-facing quality summaries by providing source details and examples tied to completed evaluations.
• Escalate reporting inconsistencies, missing data, or potential systemic issues to the Quality Assurance Supervisor or Quality Monitoring leadership.

Calibration Support

• Prepare for calibration sessions by reviewing selected interactions, completing preliminary scoring, and documenting rationale using the applicable rubric.
• Participate in internal and program-specific calibration discussions to support scoring alignment and consistent application of quality standards.
• Present call or interaction examples, scoring rationale, and quality observations during calibration sessions, as assigned.
• Lead portions of calibration discussions when appropriate based on program maturity, assignment, and supervisor direction.
• Apply calibration updates, alignment decisions, and feedback to future evaluations and documentation.

Workload and Capacity Expectations

• Manage assigned monitoring workload across programs, channels, and deadlines based on program volume, client requirements, quality risk, and business priorities.
• Balance evaluation completion, documentation, calibration preparation, trend identification, and reporting support activities within assigned capacity.
• Communicate capacity concerns, competing priorities, or workload risks to the Quality Assurance Supervisor or Quality Monitoring leadership.
• Adjust focus as needed when program risk, channel mix, required monitoring volume, or client requirements change.

Required Qualifications

• HS Diploma.
• 2+ years experience in Quality Monitoring, Quality Assurance, or a related oversight or compliance function.
• Demonstrated understanding of regulatory and contractual requirements and established escalation pathways.
• Ability to clearly explain, justify, and defend quality assessments and scoring decisions.
• Strong written and verbal communication skills.
• Ability to manage workload across multiple programs, priorities, and deadlines.
• Must reside in country where the job is posted. 

Core Competencies

• Strong attention to detail when reviewing interactions, applying rubrics, documenting findings, and validating reporting inputs.
• Sound judgment when identifying quality concerns, compliance risks, coaching opportunities, and items requiring escalation.
• Documentation discipline, including clear comments, consistent scoring rationale, and accurate support for audit readiness or client review.
• Ability to interpret quality data, identify trends, and connect evaluation findings to operational improvement opportunities.
• Professional communication with Operations, Training, Quality Monitoring leadership, and other cross-functional partners.
• Ability to receive feedback, apply calibration alignment, and adjust evaluation approach when standards or program expectations are clarified.

Preferred Qualifications

• Associate degree or bachelor’s degree preferred.
• Experience supporting client-specific or program-specific calibration activities.
• Experience contributing to quality trend analysis and program oversight reporting.
• Ability to independently handle complex or ambiguous quality or compliance scenarios.
• Familiarity with centralized quality platforms or reporting tools, such as NICE, Verint, dashboards, or data-driven reporting environments.

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

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.