Quality Analyst
- Indegene
- 0 to 5 Yrs
- Bengaluru
- 5 years ago
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Job Description
- Quality check on cases handled by MA on daily basis and ensure all cases are handled properly in accordance with SOPs.
- Contributes in design of internal monitoring formats and quality standards by different channel (call, email, fax etc.)
- Defining workflows and FAQ scripts and update regularly as required. Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team.
- Performs daily 100% cases monitoring from different channel and track performance at team and individual level.
- Provide training, coaching, feedback and assistance to CSR (Customer service representative / Medical associate/ consultant) to ensure they understand new policies and procedures or product/service updates for quality.
- Interfacing with clients on a regular basis to meet their expectations.
- Communicating the QA observations to the applicable stakeholders and ensuring the appropriate RCA/CAPA is performed from the respective stakeholders as per the client requirements.
- Participate in regulatory inspections/internal audits as requested
- Work as a CSR (Customer service representative / Medical associate) as per need.
- Coordinates and facilitates call calibration sessions for the project.
- Adhere to set schedule and demonstrate flexibility for the given shift timings.
- Responsible for information security tasks within own work scope.
- Perform any task assigned by the management (Regional lead, PM)
Qualification
Bachelor or above, major in nursing, medicine, pharmacy, health etc. Acceptable to major in English with call centre experience.
Have 1-2 years Quality inspection / Pharmacovigilance or relevant working experience. Worked for clinical, pharmaceutical enterprise, hospital/medical institution, medical customer service center, or familiar with APAC country medical practices / status will be preferred.
Understanding of root cause and CAPA process associated with ICSR
Understanding of any specialty area of medicine (preferred) or an overall understanding of the medical field
Passion for networking
Being up to date with the latest technical/scientific developments and relating them to various projects
Good verbal and written communication skills in English and local language.
Strong computer skills including Microsoft Office and databases. Adapt to all kinds of English operation/system interface.
Data collection, management and analysis skills.
Soft, polite and good understanding of customer services. Have Customer service orientation.
Flexible and open personality. Responsible, careful and good ability to work under pressure
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Quality AnalystContact Details:
Company: IndegeneLocation(s): Bengaluru
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Indegene
Indegene Private Limited Indegene is an integrated scientific partner to global pharmaceutical and life sciences companies delivering a spectrum of marketing, medical, training, and research & analytics services. With operations across the US, Europe and the Emerging Markets...
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