Process Quality Analyst

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

Job Description

THE POSITION:

This position is primarily responsible for leading process and quality initiatives including but not limited to: internal quality and client requirements and auditing associate call center activity along with performing call monitoring and service level auditing to deliver on client expectations and maintain the operational excellence of the department and organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Perform daily call monitoring and assessment of assigned client specific programs.
• Perform quarterly internal process audits.
• Investigate and address non-conformities from previous internal and external audits through the Corrective and Preventative Action Program as well as identify Preventative Actions to improve operations.
• Assist quality department in developing and maintaining standard operating procedures and work processes for client specific and internal operations.
• Analyze and resolve process problems and assist departments in solving work problems through our Corrective and Preventative Action program.
• Review and recommend updates to the Quality Policy Manual, and Standard Operating Procedures, WI, and key resource documentation including creation.
• Audit client specific service level agreements for accuracy and complete error tracking documentation.   Recommend coaching and re-training for identified errors,
• Assist with quality and compliance training on topics including but not limited to HIPAA and Adverse Events.
• Process mapping for new processes or change of process
• Leading 2 improvement projects per quarter or as agreed upon between Client and EVERSANA Life Science Services.
• Key contact for KPI tracking at a PSN, Account, or national level including symptom/causation, determination of KPI’s
• Lead CSAT Project Analysis identifying root-cause analysis for CSAT Results
• All other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

• Focuses on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
• Accepts being accountable and responsible in work practices and expectations.  Delivers what is promised.
• Fosters a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
• Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seeks assistance in solving work problems through collaboration and information seeking.
• Travel (10%) Ability to travel and varying levels to drive initiatives
• Hours (40 Hours per week, 5 days of the week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

The requirements listed below are representative of the experience, education, knowled