Quality Monitor

We are seeking a Quality Monitor to work in a Patient Support Program (PSP), ensuring excellent care for patients, healthcare professionals, and stakeholders. The successful candidate will monitor interactions, identify areas for improvement, track quality indicators, and support ongoing operational development.

Key Responsibilities:

• Conduct quality monitoring of phone calls, emails, chats, and other communication channels.
• Evaluate adherence to operational procedures, program workflows, and regulatory requirements.
• Provide structured feedback to colleagues and leaders, supporting development plans.
• Prepare management reports with performance analyses and trends identified during monitoring.
• Track quality indicators, productivity, rework, and patient satisfaction.
• Identify process deviations and propose corrective and preventive actions.
• Support ongoing training and capacity building for teams.
• Ensure compliance with data privacy regulations (LGPD), corporate policies, and internal procedures.
• Participate in calibrations with leaders and clients to align evaluation criteria.

Requirements:

• Completed degree in a health-related field, preferably Pharmacy.
• Previous experience in quality monitoring, process auditing, or customer-facing operations (desirable).
• Advanced knowledge of pharmacovigilance.
• Familiarity with performance indicators (KPIs) and quality tools.
• Intermediate Excel skills for creating controls and analyses.
• Strong verbal and written communication.

Desirable Skills:

• Experience in Patient Support Programs (PSPs), Healthcare Call Centers, or Customer Service.
• Knowledge of CRM systems and customer service platforms.

The ideal candidate will have a strong understanding of quality monitoring and pharmacovigilance, as well as excellent communication and analytical skills.