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Operations QA Analyst

Company: McKesson - Pharmaceutical
Location: Dallas
Posted on: July 15, 2019

Job Description:

Position Description - Ability to proactively identify trends, recurring problems, non-compliance issues, and risk; suggest and implement resolutions in a timely manner. - Review Customer Surveys and Escalation Trackers for several functional areas to determine if improvement in QA process/procedures is necessary - Hold monthly or quarterly QA Calibrations for new hires/existing agents/supervisors/managers and QA analyst - Create and maintain training packages for agents who fall below department threshold - Attend required training sessions for functional areas to learn department processes and procedures to establish QA attributes - Point of Contact for assigned functional area - Acts as subject matter expert and resource to Quality Assurance team - Assists with training agents/specialist and cross training QA team members - Assists with status reports creation, communication, and presentation - Identifies inconsistencies with requirements and recommends modifications - Reports evaluation findings to QA Supervisor and escalates issues as needed - Ensures function is operating per user requirements and conform to Macro Helix guidelines and Standard Operating Procedures - Performs quality assurance for functional areas as assigned - Complete high level special projects for internal/external customer service - Interact and work cohesively with all functional area Leadership Teams to improve the QA process/procedures - Develop/Update assigned sections of Functional Team Documentation - (Standard Operating Procedures, flowcharts, evaluation forms, training packages) - Conduct agent guidance sessions as requested and needed - Ability to collect, compile, and articulate statistical quality data - Maintain a visible presence within functional business units - Ability to be cross train among multiple functional supported business units Minimum Qualifications - 6+ months of 340B Architect experience preferred Critical Skills - Customer Support experience preferred - Experience Building Mixed Scorecards - Business financial acumen preferred - Customer service acumen - Demonstrated leadership qualities - Ability to deal with ambiguity - Presentation skills - Innovation mindset - Demonstrated ability to measure and achieve operational excellence Additional Knowledge & Skills - Advanced Excel skills preferred, including building pivot tables and dashboards Verint QM Module, Coaching, Reporting, Salesforce Case Creation, Salesforce Reporting - Experience creating and delivering module based training - Microsoft Excel, Word, PowerPoint, and Outlook - Use Visio for process mapping and workflow - Knowledge of the healthcare industry including pharmacy, hospital, clinic, PBM - Solid communications skills - Retail Pharmacy expereince prefered Education 4-year degree in finance or related field or equivalent experience Career Level P2McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to *************************************. Resumes or CVs submitted to this email box will not be accepted.Current employees must apply through internal career site.Join us at McKesson!

Keywords: McKesson - Pharmaceutical, Dallas , Operations QA Analyst, Professions , Dallas, Texas

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