Quality Assurance Associate
Job Summary/Objective
Quality Assurance Associate is responsible for reviewing and auditing reported quality incidents, telephonic interactions with patients/clients, and order placement/fulfillment. The Quality Assurance Associate is responsible for identifying areas of service improvements and assisting in the development of programs that improve the overall patient/client experience.
The Quality Assurance Associate position requires the ability to work constructively and collaboratively by establishing positive work relationships across the company. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.
Key Responsibilities
- Participate in the design of quality monitoring and continual improvement processes.
- Perform Production floor quality monitoring
- Review and submit Adverse Events, Product Quality Complaints and Medication Errors
- Perform call monitoring for the Call Center.
- Understand the performance and quality standards of all teams.
- Promote excellence in service delivery and ensure that audited evaluations conform to accepted and consistent quality standards.
- Review orders through random selection via computer programs and package review.
- Provide feedback that promotes improvement and understanding.
- Maintain a thorough knowledge of policy and procedure and recommend changes when needed.
- Coordinate and facilitate call calibration sessions with leadership teams.
- Prepare and analyze quality reports for management review.
- Demonstrate professionalism, courtesy, and discretion in dealing with both internal and external customers.
- Assist with maintaining tracking mechanisms current.
- Perform other administrative duties as assigned.
Critical Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent written, verbal and interpersonal communication skills
- Exceptional listening and analytical skills
- High Level of proficiency in Microsoft Office programs
- Organized, detail-oriented and ability to work with limited supervision
- Must possess a positive attitude
- Demonstrated ability to work well in a team environment
- Ability to maintain a high level of confidentiality
Qualifications
- Approximately two to three years of experience in a customer service-related position or equivalent knowledge
- Pharmacy knowledge or experience preferred
- High School Diploma or GED required
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 20 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment
- Ability to sit at a computer terminal for an extended period.
Supervisory Responsibility
No supervisory duties
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, obligations, and activities may change at any time with or without notice.