EVERSANA · 1 day ago
Process Quality Analyst
Chesterfield, MO
Full-time
Remote
Mid, Senior Level
$68K/yr - $78K/yr
5+ years exp
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Responsibilities
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
Qualification
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Required
Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
Strong teaching abilities and mentoring skills.
Training new and experienced employees on a new or updated workflow or procedure to improve their performance.
At least 5 years’ experience in the healthcare space with focus on process design and improvement.
At least 2-3 years’ experience managing process improvement initiatives aligned with key principles of Lean and Six Sigma.
At least 2-3 years’ experience in a call center environment with high understanding of quality initiatives in a call center environment.
High critical thinking skill set.
Demonstrated experience with managing multiple complex projects.
Experience leading cross-functional workshops and meetings.
Bachelor’s Degree in a quality related field or business management or equivalent combination of education and experience.
Preferred
Strong working knowledge of ACTICS Salesforce systems.
Pharmaceutical or Healthcare experience required.
Company
EVERSANA
EVERSANA is the provider of global services to the life science industry.
5,001-10,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-10-01Private Equity· Undisclosed
Leadership Team
Jim Lang
CEO
Sy Pretorius
Chief Operating Officer and President, Outsourced Solutions
Recent News
2024-05-23
Company data provided by crunchbase
