Process Quality Analyst

Job Description
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 KPI’s
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.