Quality Analyst
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Job Summary
Collaborating with business leaders, the full-time remote Quality Analyst will develop, implement, and monitor processes to audit key performance metrics, ensuring high service quality and associate success within the pharmacy operations.
Key responsibilities
- Conduct evaluations of inbound/outbound interactions to assess empathy, communication, accuracy, compliance, and process adherence
- Identify trends and systemic barriers affecting patient experience and associate performance
- Partner with Training & Development to align quality assurance findings with curriculum design and coaching tools
Required qualifications
- High School diploma or equivalent required; Bachelor's degree or equivalent experience strongly preferred
- Experience in call-center quality assurance, performance evaluation, or pharmacy operations strongly preferred
- Familiarity with Calabrio or similar quality management tools preferred
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required
- Ability to support compliance program objectives and interact cooperatively with colleagues
Complete Job Description
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