Quality Assurance Associate - AbbVie

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Quality Assurance Associate – AbbVie based in the United States.

The Quality Assurance Associate plays a key role in maintaining high-quality service delivery and enhancing the patient experience within a healthcare support environment. This position focuses on monitoring incoming and outgoing calls involving patients, healthcare providers, and clients to ensure compliance with established quality standards. You will evaluate service performance, identify improvement opportunities, and provide actionable insights through reporting and trend analysis. The role also involves collaborating with internal teams and external partners to strengthen service quality and operational effectiveness. You will contribute to calibration sessions, support quality initiatives, and help implement process improvements. This is an excellent opportunity for a detail-oriented professional with strong analytical and leadership skills to make a meaningful impact on healthcare services in a remote working environment.

Accountabilities

• Call Quality Monitoring: Review incoming and outgoing calls involving patients, healthcare providers, and clients, assessing representative performance against established quality standards and evaluation criteria.

• Leadership Support: Provide operational and quality-related support to Quality Representatives, business partners, and customers. Respond to questions, assist with day-to-day challenges, support leadership requests, and communicate quality programs and initiatives.

• Reporting and Trend Analysis: Analyze quality performance data and prepare weekly and monthly reports, identifying trends, recurring issues, and opportunities for improvement.

• Continuous Improvement Projects: Participate in or lead initiatives designed to improve service quality, optimize operational processes, and expand existing services.

• Calibration Sessions: Organize and participate in internal and external client calibration sessions, helping ensure consistency and alignment in quality evaluations.

• Operational Support: Contribute to standard operating activities, including handling phone calls, reviewing internal resources and emails, attending training sessions, distributing monthly evaluations, and completing additional assignments as needed.

Requirements

• Bachelor's degree in a related field, or 8–11 years of equivalent professional experience.

• 2–5 years of relevant experience, or a master's degree (MA/MS).

• Previous experience in quality assurance, customer service, or a related field, preferably in a healthcare or pharmaceutical support environment.

• Strong knowledge of computer applications, including Microsoft Office, internet-based tools, and email.

• Excellent verbal and written communication skills, with the ability to interact effectively with internal teams, clients, and external partners.

• Strong analytical and problem-solving abilities, including the capacity to interpret performance data and identify improvement opportunities.

• Excellent organizational and prioritization skills, with the ability to manage multiple responsibilities in a fast-paced environment.

• Demonstrated leadership capabilities; previous supervisory experience is preferred.

• A strong commitment to service excellence, accuracy, and maintaining high-quality standards.

• Ability to work independently, exercise sound judgment, and adapt to changing operational priorities.

• Willingness to travel when required.

Benefits

• Remote working opportunities within the United States.

• Competitive salary.

• Career development and internal promotion opportunities.

• 401(k) retirement plan with company matching.

• Tuition reimbursement to support continued education and professional growth.

• Flexible working environment.

• Discretionary paid time off (PTO).

• Paid holidays.

• Employee assistance programs.

• Comprehensive medical, dental, and vision insurance.

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

• Telemedicine services and virtual doctor appointments.

• Employee wellness programs.

• Adoption assistance.

• Short-term and long-term disability coverage.

• Life insurance.

• Employee discount programs.