Technical Responsibilities :

- Platform Expertise : Conduct daily call monitoring using specialized software (e.g., NICE, Verint, Genesys). Leverage advanced features to analyze call sentiment, agent speech patterns, and adherence to specific scripts and protocols.

- Data-Driven Analysis : Utilize data analysis tools (e.g., SQL, Tableau, or advanced Excel) to analyze quality metrics, identify trends, and generate comprehensive reports on agent performance, call drivers, and compliance breaches.

- Adverse Event Workflow : Execute established technical workflows for adverse event reporting. This includes entering data into a specific pharmacovigilance database or complaint management system, ensuring data integrity and timely escalation.

- System Integration : Work with IT and product teams to troubleshoot and improve the functionality of call monitoring systems and adverse event reporting platforms. Ensure seamless integration and data flow between different systems.

- Root Cause Analysis : Perform detailed root cause analysis on quality failures and adverse events using a structured, data-driven approach.

- Compliance Protocol Enforcement : Enforce technical and procedural compliance, ensuring all agent actions and documentation meet regulatory standards (e.g., FDA, EMA, PCI-DSS).

Qualifications :

- 5-7 years of experience as a Quality Analyst in a technical or highly regulated call center environment.

- Demonstrated proficiency with call monitoring and quality management software (e.g., NICE, Verint, Genesys).

- Proven experience with adverse event reporting or complaint handling within a regulated industry, such as pharmaceuticals, medical devices, or financial technology.

- Strong technical skills in data analysis, including working knowledge of SQL or other database querying languages, and proficiency with data visualization tools like Tableau or Power BI.

- In-depth understanding of the technical and procedural requirements for adverse event reporting and data integrity.

- Excellent problem-solving and critical thinking skills, with an ability to dissect complex technical issues and propose data-backed solutions