Summary

Patients are at the center of our business strategies. The Quality Analyst is responsible for delivering high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal/external call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Primarily internal contacts. Infrequent inter-organizational and outside customer contacts on routine matters.

Job description

Brief Description

Patients are at the center of our business strategies. The Quality Analyst is responsible for delivering high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal/external call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Primarily internal contacts. Infrequent inter-organizational and outside customer contacts on routine matters.

Specific job duties

Responsible for implementing and maintaining the effectiveness of the program by:

Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate Advocate performance based on a standard set of criteria.
Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc.
Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff.
Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services.
Calibration Sessions: Provide support to AMs and SDMs by participating and hosting internal/external client calibration sessions.
Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing monthly evaluations, etc.

Requirements

Bachelor's degree in related field, or 8-11 years of equivalent work experience
2-5 years of relevant experience or MA/MS degree
General PC knowledge including Microsoft Office, Internet, and email
Strong customer service/quality background experience
Excellent verbal and written communication skills
Strong prioritization skills
Strong leadership skills with some supervisory experience preferred
High regard for superior quality of service
Strong analytical skills
Ability to work independently in a fast pace environment
Travel as needed

Benefits

Remote opportunities
Competitive salaries
Growth opportunities
401(k) Matching
Tuition reimbursement
Flexible work environment
Discretionary PTO
Paid Holidays
Employee assistance programs
Medical, Dental & Vision
HSA/FSA
Telemedicine
Wellness program
Adoption assistance
Short term disability
Long term disability
Life insurance
Discount programs

Company overview

United BioSource Corporation (UBC) is a leading provider of pharmaceutical support services and evidence development solutions, founded in 2003 and headquartered in King of Prussia, Pennsylvania. The company specializes in uniting evidence and access to improve patient outcomes for biopharmaceutical companies. UBC partners with life science organizations to demonstrate the safety, efficacy, and value of pharmaceutical and medical products through comprehensive solutions in access, safety, and evidence generation. Their services include modernized study design, late-stage research, risk evaluation and mitigation strategies (REMS), pharmacovigilance, patient access programs, and real-world evidence development. With a focus on specialty therapies, UBC helps biopharma companies navigate regulatory requirements, optimize commercialization strategies, and ensure therapies reach patients who need them most. The company operates globally with multiple locations across the United States, Europe, and other regions, serving as a critical partner in the pharmaceutical development lifecycle.