[Remote] Quality Assurance Business Analyst Supervisor – Contact Center Operations

Note: The job is a remote job and is open to candidates in USA. IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. The Quality Assurance Supervisor leads Quality Monitoring execution across assigned Patient Access & Support Services programs, ensuring consistent application of quality standards and regulatory compliance while driving program-level insights and continuous improvement.ResponsibilitiesProvide day-to-day oversight and direction to QAAs across assigned programs, ensuring consistent execution of Quality Monitoring activitiesEnsure accuracy, consistency, and defensibility of quality scoring through regular review, coaching, and calibration alignmentMonitor program-level quality performance and identify risks and trends within assigned programs for escalation and reviewEscalate compliance risks (e.g., Adverse Events, Product Complaints, OIG-related risks) in accordance with defined proceduresFacilitate or support internal and client-facing calibration sessions, where applicableValidate QAA insights and consolidate findings for escalation and inclusion in broader reporting and operational discussionsPartner with Operations and Training to address identified gaps and ensure appropriate follow-up actions are implementedSupport quality reporting by providing validated inputs and ensuring alignment to established frameworksUtilize dashboards and reporting tools to support oversight, validation, and trend review activities, in alignment with thresholds defined by Quality Monitoring leadershipUtilize dashboards for insight validation and oversight; does not define thresholds, reporting logic, or dashboard designEnsure audit readiness through appropriate documentation, process adherence, and response support during audits or client reviewsSkillsBachelor's degree in a related field (e.g., Healthcare, Life Sciences, Business, Quality Management, or a similar discipline), or equivalent relevant experienceMinimum of 3 years of experience in contact center, quality monitoring, quality assurance, or a related fieldDemonstrated ability to lead or guide quality monitoring execution across programs or teamsStrong understanding of regulatory, contractual, and compliance requirementsAbility to assess, validate, and defend quality findings and program-level conclusionsStrong communication and stakeholder management skillsAbility to manage multiple programs, priorities, and team members effectivelyMust reside in the United StatesSupervisory experienceFamiliarity with patient access and support servicesExperience leading calibration sessions and driving scoring alignment across teamsExperience contributing to or leading quality trend analysis and program-level reportingAbility to identify systemic risks and translate findings into actionable improvement plansFamiliarity with centralized quality platforms and reporting tools (e.g., NICE, Verint, dashboards, or data-driven monitoring environments)Experience supporting audits, client reviews, or quality governance activitiesBenefitsDependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offeredA range of health and welfare and/or other benefitsCompany OverviewIQVIA provides analytics, compliance, and management solutions to the life sciences industry. It was founded in 1982, and is headquartered in Danbury, Connecticut, USA, with a workforce of 10001+ employees. Its website is https://www.iqvia.com.