At AstraZeneca we play a critical role in making our pipeline accessible to patients. What sets us apart here is being a research-driven enterprise, it means there’s always something new to be working on; new indications and securing access for new medicines to reach even more patients in need.

The Quality Assurance Analyst (QAA), Access Services will be responsible for monitoring and documenting program performance quality in support of departmental goals and initiatives. As the QAA you will work directly with Access Services Operations Leadership to design quality monitoring formats, quality standards, and execute on the overall QA strategy. You will fairly and consistently evaluate Access Services Operations program processes, performance, and team interactions with both internal and external parties. You will work collaboratively with the Access Services Training and Operations teams to develop, monitor, and coach new hires. In addition you will also work with Access Services Quality Assurance, Training, and Operations Leadership to ensure all aspects of program quality are addressed and that the program exhibits superior Customer experience and quality to patients, healthcare providers, and other stakeholders. You will develop, analyze, and provide regular reports on program performance, calibration deviations, trend data, and other actionable insights to the Access Services QA, Training, and Operations Leadership teams.

Key Roles/Responsibilities:

• Accomplishes quality assurance objectives by executing quality assurance processes including: selecting criteria, managing QA monitoring schedule, coaching, monitoring, and enforcing policies and procedures

• Monitors SLA, KPI, and performance quality of Access Services Operations internal team.

• Facilitates regular calibration meetings with QA, Training, and Operations Leadership to ensure consistency of expectations, standards, and evaluations; Prepare and provide calibration deviation reports for QA & Training and Operations Leadership.

• Achieves quality assurance operational objectives by providing reports and analysis to Access Services QA, Training, and Operations Leadership; preparing and completing action plans, in conjunction with Training team; contributing to the development of production, productivity, quality, and customer experience standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.

• Develops quality assurance plans by conducting ongoing analysis, identifying critical process milestones and preventive/proactive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.

• Maintains and improves overall quality by completing Access Services Operations program, Operational systems, Compliance, and Process audits; investigating customer complaints.

• Prepares/delivers quality documentation and reports by collecting, analyzing and summarizing information and trends including, agent performance, failed processes, backlog issues, corrective actions, and re-validations.

• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Collaborates with Operations Leadership on overall QA strategy and continual strategy evaluation and improvement.

• Continuously researches new technologies and methodologies in contact center QA monitoring and presents this research.

Minimum Requirements:

• Bachelor's degree or equivalent work experience • Exceptional listening and analytical skills
• Strong knowledge of customer care processes and techniques

• Excellent leadership, communication, and interpersonal skills

• Demonstrated ability to train and develop new and existing support agents

• Flexible, detailed, and able to successfully adapt to change

• Knowledge of reimbursement and patient assistance programs: operational policies and processes

• Must demonstrate knowledge of the issues, trends and needs as these relate to healthcare reimbursement and the managed care environment

• Proven track record of meeting or exceeding goals and objectives

Preferred:

• Master’s degree or relevant work experience

• A minimum of 1 - 2 years related work experience conducting quality assurance monitors in an inbound/outbound contact center environment

• Experience developing and implementing QA programs

• Experience configuring and monitoring/auditing screen and voice recordings using QA software or tool

• Prior supervisory or leadership experience

• Experience developing and coaching agents in a contact center environment

• Relevant healthcare/insurance experience with biologics

• Billing/ Coding background in buy and bill as Specialty Pharmacy market

• Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc.

So, what’s next?

Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

Where can I find out more?

Follow AstraZeneca on LinkedIn

Follow AstraZeneca on Facebook

Follow AstraZeneca on Instagram

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.