Quality Specialist

Job Title: Quality Specialist
Location: Remote, US (Contract position based out of Orlando, FL)

Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy—each designed to remove barriers to care and ensure patients receive the therapies they need when they need them. Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time.

• Score customer interactions as part of the Call Quality Monitoring (CQM) program
• Audit and evaluate case‑level quality and accuracy to ensure proper documentation, resolution, and adherence to program standards
• Ensure data entry integrity and quality standards are followed across all programs
• Assist with data cleaning, reporting, and quality trend analysis
• Escalate call quality, data quality, and documentation issues to Quality Management as needed
• Support audit activities and case reviews
• Assist with the administration and maintenance of process documentation, SOPs, program‑specific procedures, validation documents, and training materials
• Participate in quality initiatives, including leading CQM program meetings when needed
• Complete all required training related to patient privacy, data handling, and patient safety reporting
• Adhere to all organizational standards and regulatory requirements related to patient information
• Perform other duties as assigned

• High school diploma or equivalent required;
  Bachelor’s degree preferred
• 1–2 years of experience preferred in quality assurance, call quality monitoring, case auditing, or a related call center or customer support environment

• Basic analytical and conceptual skills
• Strong attention to detail and data accuracy
• Working knowledge of relational databases
• General knowledge of call center systems and core business processes
• Ability to work independently and collaborate effectively with cross‑functional teams
• Strong written and verbal communication skills
• Proficiency with standard PC applications
• Experience using Amazon Connect or similar call monitoring platforms preferred

• Pay Range: $20.00–$20.00/hr
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off / Leave (PTO, Vacation or Sick Leave)

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.