AstraZeneca Pharmaceuticals LP QA Analyst in Gaithersburg, Maryland
At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and bring big new ideas to life. As a QA Analyst, you'll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients' lives. North American Commercial is the 'face' of AstraZeneca and MedImmune to our many healthcare clients. They represent many of the most well recognized and respected products in the industry, and build strong relationships with healthcare professionals.
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 360 Operations Leadership to design quality monitoring formats, quality standards, and execute on the overall QA strategy. You will fairly and consistently evaluate Access 360 program processes, performance, and team interactions with both internal and external parties. You will work collaboratively with the Access 360 Training and Operations teams to develop, monitor, and coach new hires. In addition you will also work with Access 360 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 360 QA, Training, and Operations Leadership teams.
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 360 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 360 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 A360 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.
Bachelor's degree (education, general business, health sciences, managed healthcare, public policy or related disciplines are preferred) or relevant work experience.
A minimum of 1 - 2 years related work experience conducting quality assurance monitors in an inbound/outbound contact center environment
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
Complies with all laws, regulations, and policies that govern the conduct of AstraZeneca activities related to Patient Access Programs
Proven track record of meeting or exceeding goals and objectives
Business travel, by air or car, is required for regular internal and external business meetings
Master’s degree or relevant work experience
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.
Next Steps -- Apply today!
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AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.