QNS Recruiting

  • Customer Experience and Quality Lead

    Posted Date 1 week ago(11/8/2018 8:47 AM)
    Job ID
    Grane Rx
    Regular Full-Time
    Education Level
    Bachelor's Degree
    Experience Needed
    1-3 years
    Salary Info
    Based on experience
  • Overview

    Customer Experience and Quality Lead


    Full Time – Pittsburgh Area


    As one of the leading providers of long-term care pharmacy services and PACE pharmacy services throughout Pennsylvania and beyond, Grane Rx is the place to advance your career in this challenging and fast paced industry. As part of the Quality team, you will maintain customer relations management program and perform periodic audits of internal processes.


    • Maintain a customer relations management and quality assurance program
    • Identify and recommend new processes based on trend analysis
    • Use database statistics to identify discrepancies and unexpected trends
    • Research idiosyncrasies/anomalies found during analysis to identify the root cause
    • Generate and maintain Quality Metric reports
    • Log and track concerns and issues
    • Collaborate and communicate effectively across teams throughout the QA lifecycle
    • Contribute to data quality processes and initiatives
    • Work to gain clear understanding of Customer Experience Operations & Shared Services business and processes.
    • Work closely with managers and supervisors on quality expectations and outcomes
    • Support Quality Director with QA sessions for each functional area
    • Ensure that weekly, monthly and quarterly reporting is done accurately and delivered as promised.
    • Raise process/solution improvement ideas to management and share new learning’s with appropriate parties.
    • Provide timely and effective communication to Quality Director related to process changes or updates.
    • Strong attention to detail and ability to solve technical problems
    • Excellent written and verbal communication skills
    • Strong analytical skills


    • Bachelor’s Degree and/or equivalent relevant work experience
    • 2+ years of experience in quality assurance

    Preferred Qualifications:

    • Experience with customer relations management tracking tools
    • Experience working with pharmacy or healthcare data




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