Canine, Feline, Equine, Bovine, Small Ruminant, Swine, Poultry, Mixed, Aquatic, Exotic/Avian, Lab Animal, Other
4 Year Degree
Title:Quality Assurance Associate (QA Associate)
Department:Contact Center, Animal Heath
The Quality Assurance Associate conducts quality assurance audits of animal health adverse event cases documented in a pharmacovigilance database (PV-Works) assuring regulatory reporting standards are maintained. The QA Associate consults with Client’s Manager of Technical and Quality Assurance to resolve quality, performance and efficiency problems. Functions as an information source when special or critical case quality issues occur. Functions in conjunction with Client’s Manager of Technical and Quality Assurance to maintain reporting quality.
Responsible for daily auditing of regulatory cases entered into PV-Works, associated with reported adverse animal experiences to ensure accuracy and timely submissions.
Generate database queries to monitor outstanding cases.
Provide feedback to case owners, assuring that processes are in place to maintain consistency and accuracy for data entry, medical investigation, responses to inquiries and complaints, and follow-up.
Assist with regulatory training of departmental staff, contractors and external vendors.
Support Client’s Manager of Technical and Quality Assurance to ensure VMIPS remains audit-ready and assist with timely document reviews according to SOPs, and identifying and addressing procedural gaps.
Proactively look for and suggest improvements to current regulatory processes, including all pertinent working practices,
As a certified technician, maintain familiarity with veterinary practice operations and terminology,
Maintain knowledge of VMIPS processes and working practices.
Maintain proficiency with the use of the Pharmacovigilance database.
Maintain familiarity with veterinary clinical operations and terminology to maximize the ability to relate to situations encountered by customers.
Consistently build and demonstrate relevant technical knowledge, verbal fluency, and veterinary practice expertise.
Build effective and sustained relationships through every encounter to maximize customer satisfaction and grow relevance and access within each account.
Participate in and contribute to team meetings.
Communicate to Publicis Health manager regarding training and educational resource needs.
Communicate with Publicis Health manager, other team members and Publicis Health Client Services on project’s progress, as required.
Model and maintain professionalism and a positive impression with client and client’s customers.
Attend team meetings when requested.
Fully comply with all laws, regulations and Publicis Health Policies, Code of Conduct, all privacy and data guidelines and relevant state and federal laws and regulations.
Other duties as assigned by the manager.
Key Working relationships:
Report to Publicis Health Player Coach.
Collaborate with Client members of the VMIPs team.
Collaborate with Publicis Health Client Services, Operations, and other members of home office support team from various departments.
Maintain a positive working relationship with Client, its customers and client contacts.
Key Performance Competencies:
Driving for Results
Dealing with Ambiguity
Bachelor’s degree in Animal Science or Bachelor’s degree in another field and certification in Animal Health Technology.
Minimum of two years’ experience in QC/QA with a demonstrated track record of success.
At least 5 years of clinical, industry or academic experience.
Experience with analytical databases.
Animal health and/or pharmaceutical industry experience.
Knowledge, Skills and Abilities:
Knowledge of veterinary practice operations and terminology.
Knowledge of FDA/CVM and, or regulatory agencies.
Excellent verbal, written and interpersonal communication skills.
Clear, articulate and grammatically sound speech and professional phone manner.
Strong focus on providing customers with superior support and service.
Ability to learn, understand and communicate complex information over the telephone.
Strong rapport building skills and active listening skills.
Excellent, closing, persuasion and presentation skills.
Experience in public speaking and presentation delivery.
Ability to use analytics and insights to enhance decision-making and tactical execution.
Ability to display high-levels of initiative, effort and commitment successfully complete projects and assignments.
Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.
Detailed oriented approach to work and follow-through.
Must be self-motivated and disciplined.
Excellent organizational, time management and planning skills, strong attention to detail and accuracy.
Ability to work independently while using good judgement and autonomy in making decisions, as well as ability to collaborate effectively as a team member.
Flexibility and ability to handle multiple tasks simultaneously in a highly fluid, complex, and ever-changing environment.
Must be able to deal with people at all levels inside and outside of the company.
Proficiency in data entry applications.
Demonstrated technical aptitude and working proficiency in Microsoft Word, Excel, and Outlook.
Must be able to successfully complete client training and meet training expectations in order to proceed to servicing client’s customers within the parameters of the program.
Additional Salary Information: benefits - health, dental, vision, life insurance, 401k match
About Publicis Touchpoint Contract with Zoetis Animal Health
Publicis Touchpoint Solutions (Touchpoint) designs and implements customized, cross-channel, healthcare sales, service, and communications teams to achieve our clients’ goals. From in-field to inside and from promotional to clinical, our centers-of-excellence include field sales and service, live video detailing, inside credentialed sales specialists, inside sales and service, clinical health educ...ators, and medical science liaisons. Touchpoint provides the human touch to precision cross-channel messaging delivered at the right time and through the right channels to achieve maximum impact. Website: http://www.touchpointsolutions.com/Twitter: http://twitter.com/pTouchpointLinkedIn: http://linkd.in/pTouchpoint We offer a competitive hourly salary and benefits. Publicis Touchpoint Solutions is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however; only qualified candidates will be contacted.