Process Quality Analyst – On-Site Mason, OH Call Center | EVERSANA
Job Summary:
EVERSANA is hiring a Process Quality Analyst to join their on-site Patient Services team in Mason, OH. In this full-time quality assurance role, you'll be responsible for driving excellence in healthcare call center operations through process audits, call monitoring, KPI tracking, and continuous improvement aligned with Lean and Six Sigma methodologies. This is a key opportunity to contribute to operational integrity in a fast-paced, patient-focused environment.
Key Responsibilities:
Perform daily call monitoring and assessments across client-specific programs
Conduct quarterly internal audits to evaluate compliance and quality
Investigate non-conformities and implement Corrective and Preventative Actions (CAPA)
Maintain and enhance standard operating procedures (SOPs) and process documentation
Audit service-level agreements (SLAs) and recommend corrective coaching/training
Lead process mapping for new and revised operations
Drive two improvement projects per quarter as agreed with client and EVERSANA
Serve as key contact for KPI tracking and analysis across accounts
Conduct CSAT analysis with root cause determination and resolution recommendations
Support compliance training for topics like HIPAA and Adverse Event reporting
Required Skills & Qualifications:
Minimum 5 years' experience in healthcare with a focus on process improvement
At least 2–3 years' experience managing process initiatives using Lean and Six Sigma
Minimum 2–3 years' experience in a call center quality assurance role
Strong critical thinking and multi-project management capabilities
Proven experience leading cross-functional workshops
Bachelor's degree in Quality, Business Management, or equivalent
Proficient with Microsoft Office Suite (Excel, Word, PowerPoint)
Strong teaching, coaching, and mentoring abilities
Preferred Qualifications:
Working knowledge of ACTICS Salesforce systems
Experience in the pharmaceutical or healthcare industry highly preferred
Perks & Benefits:
Competitive salary: $67,000–$81,000 USD/year
Inclusive, employee-centric culture driven by values and patient impact
Opportunity to lead quality transformation in the healthcare services space
Collaborative and innovation-driven team environment
Comprehensive benefits package offered to all full-time employees
About EVERSANA:
EVERSANA is a global leader in life sciences commercialization, offering integrated solutions across patient engagement, market access, compliance, and analytics. With a workforce of 7,000+ professionals, EVERSANA supports more than 650 biotech and pharma clients with patient-centric services that improve outcomes and accelerate healthcare delivery.
Work Mode: On-site – Mason, OH
Job Type: Full-time
Experience Level: Mid to Senior level
Industry: Healthcare, Life Sciences, Pharmaceutical Services
Make a lasting impact on healthcare quality.
Apply now to lead process innovation and support patient service excellence with EVERSANA in Mason, OH.
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