Process Quality Analyst -- On-Site Mason OH Call Center

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 KPIs
• 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 :

#INP

MINIMUM KNOWLEDGE SKILLS AND ABILITIES:

The requirements listed below are representative of the experience education knowledge skill and/or abilities 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
• Bachelors Degree in a quality related field or business management or equivalent combination of education and experience.

PREFERRED QUALIFICATIONS:

• Strong working knowledge of ACTICS Salesforce systems.
• Pharmaceutical or Healthcare experience required.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

• Ability to think strategically and execute methodically.
• Ability to deal with a variety of emotions and frustration in making business decisions. Emotional stability and personal maturity are important attributes in this position.
• Ability to identify and resolve critical issues and assess their impact on others and the organization.
• Ability to plan organize and prioritize multiple tasks.
• Ability to analyze complex information.
• Ability to analyze many variables and choose the most effective course of action for the organization at any given point.
• Ability to resolve problems handle conflict and make effective decisions under pressure.  Must handle novel and diverse work problems on a daily basis.
• Ability to communicate providing verbal feedback in a professional manner.
• Ability to give receive and analyze information formulate work plans prepare written material and articulate goals and action plans.
• Experience leading cross-functional workshops and meetings

Additional Information :

OUR CULTURAL BELIEFS:

Patient Minded I act with the patients best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone anywhere anytime to achieve results.

Communication Matters I speak up to create transparent thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $67000 to $81000 and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience other job-related qualifications/skills and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process please contact us at .

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