Quality Assurance Associate

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Full Time Louisville, Louisville, KY, US

5 days ago Requisition

The Quality Assurance Associate is responsible for evaluating and auditing quality incidents, patient and client telephonic interactions, and order placement and fulfillment processes to ensure compliance with company standards, regulatory requirements, and service excellence objectives. This role analyzes operational performance, identifies opportunities for continuous improvement, and supports the development and implementation of initiatives designed to enhance the overall patient and client experience.

The Quality Assurance Associate collaborates cross-functionally with internal stakeholders to promote quality-driven outcomes, consistency, and operational effectiveness. Success in this position requires strong analytical skills, attention to detail, sound judgment, and the ability to build credibility and trust through professionalism, expertise, and effective communication in a dynamic and evolving pharmaceutical environment.

• Participate in the development and ongoing enhancement of quality monitoring activities and continuous improvement processes.
• Perform quality monitoring activities within the production environment to ensure adherence to established procedures and quality standards.
• Review, document, and submit Adverse Event reports in accordance with company policies and established procedures.
• Conduct quality monitoring reviews of Call Center and Pharmacy activities to evaluate compliance with performance expectations and quality standards.
• Maintain a thorough understanding of quality and performance standards applicable to all operational teams.
• Promote excellence in service delivery by ensuring audits and evaluations are conducted consistently and in accordance with established quality criteria.
• Review orders using random sampling methodologies and package inspections to assess accuracy, completeness, and compliance with company requirements.
• Provide clear, constructive feedback to support employee understanding, performance improvement, and adherence to quality standards.
• Maintain knowledge of company policies, procedures, and quality requirements, and identify opportunities for process improvement when appropriate.
• Coordinate and facilitate calibration sessions with leadership teams to support consistency and alignment in quality evaluations.
• Prepare, compile, and analyze quality reports for management review and operational decision-making.
• Demonstrate professionalism, courtesy, confidentiality, and sound judgment when interacting with internal and external stakeholders
• Maintain quality tracking tools, databases, and related documentation to support accurate reporting and monitoring activities.
• Other duties as assigned.

• High school Diploma or GED equivalent
• Two-three (2-3) years of experience in a customer service-related position or similar experience.
• Demonstrated experience owning and supporting critical business applications and technology solutions in a production environment.
• Prior experience in a healthcare, pharmaceutical, or pharmacy-related environment is strongly preferred.
• Demonstrated proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to exercise a high degree of confidentiality, discretion, and professional judgment while working independently with minimal supervision.
• Strong written and verbal communication skills, with the ability to communicate effectively across all levels of the organization.
• Proven critical thinking, problem-solving, and analytical skills, with the ability to evaluate information and make sound decisions.
• Excellent attention to detail, organizational skills, and time management abilities, with the capacity to prioritize multiple tasks in a fast-paced environment.
• Additional duties as assigned.

Physical Demands While performing the duties of this position, the employee is regularly required to communicate effectively and…