McKesson · 20 hours ago
Quality Analyst, Product Support
USA, TX, Irving
Full-time
Hybrid
Entry, Mid Level
$24.72/hr - $41.20/hr
2+ years expMcKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Quality Analyst, Product Support at Macro Helix LLC plays a critical role in ensuring the delivery of high-quality product support services, responsible for monitoring, evaluating, and improving the effectiveness and efficiency of product support processes.
BiopharmaBiotechnologyHealth CareInformation TechnologyPharmaceutical
Responsibilities
Conduct regular quality assurance reviews of product support interactions (e.g., phone calls, emails, chat transcripts, support tickets) to assess accuracy, completeness, adherence to policies, and customer service quality
Identify trends, patterns, and root causes of quality issues within the product support team and recommend corrective actions and process improvements
Develop and maintain quality standards, rubrics, and scoring methodologies for product support performance evaluation
Provide constructive feedback and coaching to product support specialists based on quality review findings to foster continuous improvement
Collaborate with training and development teams to identify training needs
Generate comprehensive reports on quality metrics, performance trends, and areas for improvement for management review
Participate in the development and refinement of product support workflows, knowledge base articles, and standard operating procedures
Assist in the calibration of quality scores and standards across multiple reviewers to ensure consistency
Stay up-to-date with product updates, new features, and changes in support processes to accurately assess interactions
Qualification
Required
Degree or equivalent and typically requires 2+ years of relevant experience
2+ years of experience in a quality assurance, quality analyst, or similar role within a product support, customer service, or technical support environment
Proven experience in reviewing and evaluating customer interactions (e.g., calls, emails, chats) against established quality standards
Excellent analytical skills with the ability to identify trends, analyze data, and derive actionable insights
Strong written and verbal communication skills, presentation skills, with the ability to provide clear, constructive feedback
Proficiency in using CRM systems (e.g., Salesforce, Zendesk) and quality monitoring tools
Exceptional attention to detail and a commitment to maintaining high-quality standards
Ability to work independently and collaboratively within a team-oriented environment
Preferred
Familiarity with healthcare or pharmacy software systems is a plus
Benefits
Competitive compensation package
Annual bonus
Long-term incentive opportunities
Company
McKesson
McKesson distributes medical supplies, information technology, and care management products and services.
10001+ employees
H1B Sponsorship
McKesson has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (149)
2024 (129)
2023 (82)
2022 (142)
2021 (144)
2020 (154)
Funding
Current Stage
Public CompanyTotal Funding
unknown1994-11-18IPO
Leadership Team
Brian Tyler
CEO
Jim McAuliffe
CFO
Recent News
2026-01-23
2026-01-12
Company data provided by crunchbase