The QA Associate, Operations serves as a liaison between customer service and quality to ensure that company and client quality control plans, standards, and expectations are being adhered
to in the function of the customer service and related teams. The incumbent will be required document all of his or her work according to established SOPs, Work Instructions and written/verbal instruction of superiors. The QA Associate will perform work under the direction and supervision of the Director of Program Quality or their designate.

What you will do:

* Serves as an internal expert in understanding and supporting both company and client
quality objectives
* Collects data on accuracy of individual transactions by reviewing audio files from call
recordings, inspecting written results sent to clients, etc.
* Performs and documents results of all quality control checks on all operational products
and services, including but not limited to, benefit verification cases, patient
assistance cases, software support calls/emails, data entry, drug safety and
pharmacovigilance monitoring and reporting, etc.
* Aggregates quality data and analyzes trends via Excel spreadsheets or customized software tools to identify and recommend opportunities for improvement.
* Submits daily, weekly, monthly, and quarterly reports to internal and external clients
as requested.
* Assists with tracking and trending of non-conformances, corrective and preventive
action, etc.
* Participates in internal, vendor or client calibration meetings as required to address
quality initiatives.
* Makes recommendations for changes to Training, Standard Operating Procedures, Work
Instructions, Forms, Policies, Product/Service Specifications, and workflows for the improvement of the program(s).
* Review and update controlled documents and ensure records are complete according to quality processes.
* Identifies and escalates critical quality issues appropriately to senior management
* Assists with other QC related functions and responsibilities as needed to meet
department and company goals.

* Minimum of 1 year of relevant quality control or similar experience, required.
* Experience in insurance, benefits, or medical related industry, preferred.
* Familiarity with medical hub service operations, customer service/call centers, a plus
* Knowledge of government and patient assistance programs, FDA Drug Safety monitoring
programs, a plus
* Computer and math skills are required with attention to detail and quality essential.
* Ability to work with people in a team environment while meeting individual performance
goals
* Ability to find common ground and solve problems for the good of all; is cooperative
and able to gain trust and support; ability to collaborate effectively.
* Approachable, and dedicated to providing the highest quality of services.
* Strong documentation and organizational skills
* Detail oriented and analytical thinker.
* Strong interpersonal skills, required.
* Understanding quality control processes, and document control, highly desired.
* Proficiency in Microsoft Word and Excel, required.

* High school diploma or equivalent, required.
* Associate degree in relevant field, preferred