# Quality Assurance Business Analyst

**Company**: IQVIA
**Location**: Taguig
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Taguig-City-Philippines/Quality-Analyst--Pharmacy-Call-Center-_R1562491?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_91b94c3f-a2a

## Description

The Quality Assurance Business Analyst will manage client expectations and ensure the delivery of quality services to ensure client satisfaction. The Service Quality Coordinator/Quality Manager will be expected to develop a comprehensive understanding of IQVIA’s operational processes and business objectives while staying updated with supported program changes and updates, including all current support techniques and tools.

**Primary Responsibilities:**

- Review and evaluate recorded and live client contact center interactions (including SMS, email, phone calls, chat, and CRM), verifying the contact center agent is providing correct information and following all internal and external compliance requirements.

- Review and evaluate other key operational processes, based on program requirements.

- Conduct monthly scheduled coaching sessions with team members to review evaluation results.

- Gain knowledge necessary to become the SME on dedicated/various programs.

- Be responsible for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services. Answer client queries and collaborate to get data in client-desired formats.

- Review client data requirements with the appropriate internal resource to ensure that basic product deliverables meet the customer's specifications, including timeliness and quality.

- Help define and enforce best practices and support management-driven initiatives.

- Identify contact center/operational trends and provide detailed analysis to offer recommendations for improvement.

- Complete monthly program quality reporting data and ad-hoc reporting.

- Under guidance, control the report generation process and provide guidance and support to clients daily or as a specialist on specific products/services.

- Follow IQVIA data verification protocols.

**Requirements:**

- Bachelor’s degree or equivalent experience preferred.

- 2+ years of related contact center experience preferred, focusing on healthcare-related contact center experience dealing with patients, healthcare providers, and payers.

- Understanding of pharmaceutical access and affordability programs.

- Previous contact center quality monitoring experience preferred.

- Strong communication and interpersonal skills.

- Amenable to reporting in flexible, shifting schedules and onsite in Taguig.

## Skills

### Required
- communication
- interpersonal skills
- data verification
- CRM

### Nice to have
- contact center quality monitoring
- pharmaceutical access and affordability programs

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Source: [Apply at iqvia.wd1.myworkdayjobs.com](https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Taguig-City-Philippines/Quality-Analyst--Pharmacy-Call-Center-_R1562491?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)