Patient Services Quality Specialist - Quality Call Audit (12-month Contract)

Are you ready to elevate the quality of patient care services and ensure safety with every interaction? In this role, you will turn insights from patient calls, case audits, and pharmacovigilance notes into actions that improve consistency, compliance, and care. Your work will influence how teams respond to patient needs and how leaders make timely, informed decisions that drive better outcomes.

You will collaborate across different medical fields to calibrate standards, reinforce procedures, and translate quality monitoring into targeted mentoring and training. Can you see yourself transforming trends into stronger processes that scale across programs and safeguard patient safety while enhancing the experience with every call?

This is a 12-month Contract position (Hybrid 3 days/week).

Accountabilities:

• Quality Call Audit Improvement: Strengthen and evolve call evaluation processes to improve consistency, accuracy, and patient experience across programs.
• Call Evaluation and Reporting: Perform call evaluations and deliver clear, actionable reporting that advises coaching, training, and operational decisions.
• Calibration Across Therapeutic Areas: Lead calibration sessions alongside Patient Services Leads to ensure aligned scoring and expectations across all therapeutic areas.
• Safety and Compliance Vigilance: Conduct monthly pharmacovigilance quality note reviews, identify trends, and advise process changes that reinforce compliance and risk mitigation.
• Trend-to-Action Partnership: Translate insights from quality assessments into focused feedback for training, enabling measurable improvements in performance.
• Lead all aspects of call recording and case review processes to ensure data integrity and support operational objectives.
• Cross-Functional Analytics: Partner with teams to review customer needs and build reporting solutions that enable timely, informed business decisions.
• Proactive Communication: Proactively share data and outcomes with collaborators to drive constructive discussions and continuous improvement.
• Protocol and Procedure Assurance: Monitor the implementation of guidelines and frameworks and collaborate on mitigation strategies when risks emerge.
• Documentation Stewardship: Coordinate with Process Development and Quality to revise and preserve Work Instructions to ensure they align with current standards and practices.
• Operational Standards Evolution: Collaborate to regularly assess and apply operational standards that improve patient services.

Essential Skills/Experience:

• Supporting the development and performance improvement of quality call audit procecess
• Performing call evaluations, report outcomes and quality monitoring results to management
• Conducting calibration calls with Patient Services Leads to ensure alignment across all therapeutic areas (TA)
• Documenting and reporting service quality level outcomes for mentoring and educational purposes
• Performing monthly pharmacovigilance (PV) Quality note review and identifying trends for process improvement analysis
• Identifying trends based off quality monitoring exercises and collaborate with training to provide feedback
• Assisting in running, managing, and data review process of call recordings and case auditing for accuracy and integrity based on operational requirements
• Partnering across diverse departments to review, analyze, and evaluate user requirements and develop reporting solutions
• Proactively monitor and communicate information and results to all cross-functional partners to allow for informed business decisions, process improvements and discussions
• Monitoring and ensuring that procedures and protocols are executed and partner with cross-functional teams on mitigation strategies
• Working with Process Development and Quality to update and maintain all existing Work Instructions
• Working with Process Development and Quality to continuously evaluate and implement operational standards

Desirable Skills/Experience:

• Experience in patient services or contact center quality assurance within healthcare or life sciences
• Working knowledge of pharmacovigilance practices and compliance requirements related to patient interactions
• Proficiency with call recording platforms, QA sampling methodologies, and case audit workflows
• Strong analytical skills with proficiency in Excel or business intelligence tools to translate data into insights
• Background in continuous improvement methodologies (e.g., Lean, Six Sigma) applied to service quality
• Skill in facilitating calibration sessions and developing practical coaching and training materials
• Experience maintaining SOPs, Work Instructions, and controlled documentation in regulated environments
• Ability to build trusted relationships across cross-functional teams and influence decisions through clear communication

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions.

That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Why AstraZeneca:

We bring together unexpected teams to spark bold thinking, translating complex science and real-world insights into meaningful improvements for people living with rare and devastating diseases. You will gain the autonomy of a nimble biotech mindset backed by the resources of a global leader, working closely with colleagues who pair rigorous standards with empathy for each patient journey. We value kindness alongside ambition, and we empower you to grow through hands-on collaboration, tailored development, and the chance to see your quality decisions ripple across programs and impact lives.

Call to Action:

Step into a role where your quality expertise elevates patient support and safety—shape standards, drive measurable outcomes, and make your impact felt today!

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Annual base salary for this position ranges from 94,956.80 to 124,630.80.

AstraZeneca is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The range provided in this posting represents an offer pay range used in a majority of situations. The base pay offered will vary depending on multiple individualized factors, including the candidate's skills and experience, job-related knowledge, and other specific business and organizational needs.  In some cases, offers outside the range may also be considered to address unique circumstances.

In addition, our permanent positions offer an annual Variable Pay Bonus/Short Term Incentive opportunity as well as eligibility to participate in our equity-based long-term incentive program (if applicable to role).  Benefits offered for permanent roles include a competitive Flex Benefits & Retirement Savings Program, 4 weeks’ paid vacation, and annual Personal Days. Fixed Term Contract/Temporary positions (excluding students) are offered a Contract Benefits Program.

We are using AI as part of the recruitment process.

This advertisement relates to a current vacancy.