Quality Analyst

Job Purpose/Overview:

The Quality Analyst is responsible for monitoring and evaluating telephone and electronic interactions involving Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), and General Inquiries to ensure compliance with regulatory requirements, client expectations, and company quality standards. The role identifies quality and performance trends and partners with Program Leadership and Quality & Compliance to provide coaching, feedback, and continuous improvement initiatives that enhance quality, compliance, and customer experience.

Job Duties & Responsibilities:

• Conduct interaction monitoring and review of documentation to ensure adherence to regulatory requirements and specific client guidelines.
• Identify quality and performance issues and partner with Program Leadership to provide coaching, feedback, and training that improves quality standards.
• Assist with implementation and enforcement of Quality and Compliance initiatives and activities as assigned.
• Participate in internal and external client audits as directed by Program Leadership.
• Score and document the results of each interaction monitored in the project quality management system to ensure timely feedback to the Inizio Engage staff.
• Coordinate and participate in internal and client calibration sessions with Program Leadership and participate in discussions to promote scoring consistency, quality standards, and continuous improvement.
• Support continuous quality improvement initiatives by identifying trends, recommending corrective actions, and contributing to process and documentation improvements.
• Ability to maintain confidentiality while handling sensitive client, employee, and quality-related information.
• Compile, analyze, and report Quality Assurance (QA) metrics, identify trends, and recommend updates to procedures, training materials, and quality documentation where appropriate.
• Collaborate with Program Leadership to ensure all resource materials are updated, versioned, and meet requirements needed for future audits as directed.
• Review signature compliance for evaluation forms within the Quality Monitoring System and programme/program updates within the Inizio Project Update System to ensure timely completion in accordance with Inizio policies.
• Assist Program Leadership in preparing and certifying program staff, as requested.

• Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

Leadership Responsibilities:

• Understands how own contribution contributes to results
• Understands what the organization delivers and our position within a global context
• Builds a network of useful contacts to help get things done more efficiently
• Is proactive and anticipatory with solutions to problems in the business
• Seeks to stretch own capability, willing to operate outside comfort zone

Requirements & Qualifications:

• Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine healthcare professional regulatory board (e.g., Board of Nursing or Board of Pharmacy) is preferred.
• Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience preferred.
• Knowledge of United States healthcare systems, medicines regulation, and pharmacovigilance requirements preferred.
• Experience in Medical Information, Pharmacovigilance, Patient Support Programs, healthcare call centers, or related pharmaceutical industry roles preferred.
• Internal auditing and call monitoring experience is strongly preferred.
• Training and coaching experience is preferred.
• Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.
• Strong analytical, critical thinking, problem-solving, and organizational skills.
• Ability to manage multiple priorities and adapt in a fast-paced environment.
• Demonstrated initiative, self-discipline, attention to detail, and effective time management in a remote work environment.

Physical Requirements:

• Ability to lift, carry and otherwise move up to 25 pounds
• Ability to sit, stand or walk for various lengths of time throughout the day
• Ability to communicate effectively with clients and co-workers
• Ability to proficiently operate computer hardware and software on a daily basis
• Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels:

• N/A or Not Listed

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Employment Equity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Reasonable Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.