Quality Analyst, Product Support

McKesson is an impact-driven Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights products and services that make quality care more accessible and affordable. Here we focus on the health happiness and well-being of you and those we serve we care.

What you do at McKesson matters. We foster a culture where you can grow make an impact and are empowered to bring new ideas. Together we thrive as we shape the future of health for patients our communities and our people. If you want to be part of tomorrows health today we want to hear from you.

This role is a hybrid position. The selected candidate is expected to work on-site at our Irving TX (Las Colinas) office a minimum of two (2) days per week with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.

Current Need:

The Quality Analyst Product Support at Macro Helix LLC plays a critical role in ensuring the delivery of high-quality product support services. This individual will be responsible for monitoring evaluating and improving the effectiveness and efficiency of our product support processes and interactions ultimately contributing to exceptional customer satisfaction.

Key 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.

Minimum Requirement:

• Degree or equivalent and typically requires 2 years of relevant experience.

Critical Skills:

• 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.

• Familiarity with healthcare or pharmacy software systems is a plus.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors including performance experience and skills equity regular job market evaluations and geographical markets. The pay range shown below is aligned with McKessons pay philosophy and pay will always be compliant with any applicable regulations. In addition to base pay other compensation such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson pleaseclick here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to .

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