TrialCard Patient Experience Center

  • Telecom Quality Control Analyst

    Job Locations US-NC-Morrisville
    Posted Date 2 weeks ago(1/11/2019 1:12 PM)
    # of Openings
    Quality Assurance
  • Overview

    The Telecom Quality Control Analyst is responsible for reviewing and evaluating the performance of the agents who come in direct contact with the company’s consumer base via inbound or outbound calls. This position requires the ability to work in a constructive, impartial and collaborative manner by establishing positive work relationships; partnering with the Patient Experience Center or Market Access Leadership team, Training, and Client base. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.


    • Review and evaluate the performance of the agent using an approved quality scorecard in the areas of patient experience, FDA regulations of Adverse Events/Product Complaints and HIPAA compliance, and specific program policies and procedures.
    • Assesses performance, makes recommendations influencing the performance status of others. Provides positive recognition and/or development feedback as appropriate. (strengths and challenges)
    • Analyze potential call trends through call monitoring and work with the internal departments to develop solutions to improve the patient experience.
    • First point of contact for Team Lead/Supervisor appeals of quality scorecards.
    • Participates and/or facilitates internal and external calibrations to identify patient’s needs and expectations.
    • Prepares call records and/or corresponding documents and participate in internal and external client audits.
    • Handling requests to pull specific call records from the call recording system and providing reports of findings.
    • Participate in internal department meetings as needed.
    • Contributes in the design of call monitoring formats and quality standards.
    • Conduct miscellaneous tasks or projects as assigned by immediate supervisor.


    • Internal candidates: Average or above attendance and overall performance (met or exceeded in current role and quality scores) Internal candidates cannot be under any final corrective actions.
    • Internal candidates: Must be in current TC role for at least 6 months
    • Minimum of 2 years of customer service experience required. (Health Care Knowledge a plus)
    • Call Center QAQC experience preferred
    • Basic knowledge of FDA regulations of AE/PC and HIPAA guidelines
    • Basic knowledge of creating quality scorecards
    • Motivated self-starter with the ability to work independently but cooperatively within a cross functional environment
    • Ability to manage priorities
    • Must be able to analyze data and make independent decisions
    • Positive attitude
    • Display a high level of professionalism, integrity, and maturity
    • Must be able to interact effectively with all levels of the organization
    • Intermediate knowledge in MS Office (Word, Excel)
    • Excellent communication and interpersonal skills—professional demeanor
    • Strong planning, attention to detail and organizational skills
    • Ability to handle and maintain confidential information
    • Flexibility
    • Punctuality and Reliability
    • High School Diploma or Equivalent


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