Analyst, Operations QA

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

The Quality Assurance Analyst reports to the Operations, Quality Assurance Leadership (Operations, QA Director) and is responsible for collecting and analyzing data collected from various resources.  Primary data will be collected from incoming evaluations that are completed by Operations Quality Assurance Associates. The QA Analyst will identify trends and opportunities for both program and agent performance and will communicate/present to CRx key stakeholders and clients.  The QA Analyst will drive action-oriented solutions to all Crx cross-functional team members. The recommended solutions will be based on best practices within the industry and include the voice of the customer (VOC), and support data visualization tools with appropriate statistical methodologies.  Additional functions will include acting as a mentor for the department by assisting with the training of new hires, participate in peer-to-peer coaching of Operations Quality Associates, recommend and lead process improvement projects, as well as lead cross-functional teams to facilitate program quality with both external and internal stakeholders.  

• Perform data analysis on data collected by Quality Associates to identify trends, insights, and areas of opportunity within programs and agent performance. Create slide decks and present these documents to internal and external stakeholders alongside Operations Quality Assurance leadership. Use the data to recommend process improvement opportunities and lead teams toward action-oriented results.
• Lead meetings with Operations leadership and clients to discuss program quality scores and areas of opportunity. Communicate identified trends and quality risks, serve as a resource regarding quality concerns, and continue monitoring for improvement opportunities.
• Provide feedback to Operations Leadership and Operations Agents during coaching sessions, utilizing structured coaching methods. Explore process improvement opportunities, initiatives, and remediation. Coach Operations Quality Associates as needed through peer-to-peer coaching. Train new department hires and operations agents on program business rules and processes.
• Complete evaluations on work completed by Operations Agents to ensure adherence to documented business rules, SOPs, WINs, and compliance standards, while ensuring all transactions support the CRx values of exceptional customer service for patients, healthcare providers, and customers.
• Other duties as assigned.

Education / Degree Requirements / Certifications

• Associate Degree or four years of experience required

• Quality certification such as Lean Six Sigma Yellow or Green Belt is a plus

Experience

• Two to four years of process improvement experience, including training in statistical tools/reporting and preferably Six Sigma techniques

• Two to four years in a quality assurance or quality auditing role, preferably in a call center, claim operations, pharmacy hub, or similar environment

Knowledge

• Serves as a Quality Assurance Analyst Subject Matter Expert

• Solid working knowledge of quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution

• Strong background in identifying and executing process improvement opportunities and initiatives

• Healthcare experience—specifically claim processing, contact center, benefit verification, case management, or similar industry experience—is required

• Call center or claim processing experience is a plus

Skills

• Prefer Lean Six Sigma certification at Yellow Belt level or higher

• Strong understanding of Microsoft Office products (Excel, Word, PowerPoint, etc.)

• Excellent verbal and written communication skills to support relationships across all levels of the organization

• Bilingual English/Spanish is a plus

• Knowledgeable, responsible, and self-driven to support excellent customer service and strong patient outcomes

• Strong customer and patient empathy; highly customer-centric

Competencies

• Communication (Oral & Written): Listens actively, communicates key issues respectfully, shares relevant information appropriately, and adapts communication to different audiences.

• Analytical & Logical Reasoning: Uses reasoning and critical thinking to identify root causes, analyze information, gather relevant data, and interpret findings to develop solutions.

• Decision Quality: Makes appropriate, informed, timely decisions using analysis, experience, and judgment. Ensures compliance with company policies and values and makes effective decisions even with incomplete information.

• Process Knowledge: Identifies, documents, and monitors key processes. Maps and documents workflows, develops process improvement frameworks, drafts procedures, implements improvement recommendations, and evaluates internal and external implications.

Travel or Physical Requirements
Perform primarily sedentary work with occasional lifting up to 20 pounds, exerting up to 10 pounds of force occasionally, and minimal force frequently or constantly to move objects. Must be able to see, hear, talk, and perform tasks requiring visual acuity, manual dexterity, grasping, physical activity, and repetitive motions. Must be able to operate standard office and computer equipment.

Compliance Requirements
Adhere to all company policies, procedures, and training consistent with ConnectiveRx’s Information Security and Compliance Programs, including SOC1, SOC2, PCI, and HIPAA. Maintain strict compliance with company and client policies regarding business rules and ethics, as well as all applicable local, state, and federal laws.