Quality Analyst

Join Inizio during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

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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.