Process Quality Analyst

$68,000 - $78,000/Yr

Eversana - Chesterfield, MO

Full-time - Mid Level

Chesterfield, MO

5,001-10,000 employees

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Process Quality Analyst at EVERSANA is responsible for leading process and quality initiatives within the organization, focusing on internal quality and client requirements. This role involves auditing call center activities, performing call monitoring, and ensuring operational excellence by addressing non-conformities and improving processes. The analyst will also assist in developing standard operating procedures and lead improvement projects to enhance service delivery and client satisfaction.

Responsibilities

• Perform daily call monitoring and assessment of assigned client specific programs.
• Conduct quarterly internal process audits.
• Investigate and address non-conformities from previous audits through the Corrective and Preventative Action Program.
• Assist in developing and maintaining standard operating procedures and work processes.
• Analyze and resolve process problems and assist departments in solving work issues.
• Review and recommend updates to the Quality Policy Manual and Standard Operating Procedures.
• Audit client specific service level agreements for accuracy and error tracking documentation.
• Recommend coaching and re-training for identified errors.
• Assist with quality and compliance training on various topics.
• Lead process mapping for new or changed processes.
• Lead 2 improvement projects per quarter as agreed upon with clients.
• Key contact for KPI tracking at various levels including symptom/causation and determination of KPIs.
• Lead CSAT Project Analysis identifying root-cause analysis for CSAT results.

Requirements

• Strong computer skills with knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong teaching and mentoring abilities.
• At least 5 years' experience in the healthcare space focusing on process design and improvement.
• 2-3 years' experience managing process improvement initiatives aligned with Lean and Six Sigma principles.
• 2-3 years' experience in a call center environment with a strong understanding of quality initiatives.
• High critical thinking skills.
• Experience managing multiple complex projects.
• Experience leading cross-functional workshops and meetings.
• Bachelor's Degree in a quality-related field or business management.

Nice-to-haves

• Strong working knowledge of ACTICS Salesforce systems.
• Pharmaceutical or Healthcare experience.

Benefits

• Competitive salary range of $68,000 to $78,000.
• Diversity, Equity & Inclusion initiatives.
• Great Place to Work certification.