IQVIA-Service Operations / QC team is seeking a highly motivated and resourceful individual to join our Operations team as an Operations Analyst. The ideal candidate should be excited about learning new technologies, has a can-do attitude, is result driven, and brings the ability to rapidly learn and implement. Ensure all work is conducted in accordance with SOPs and work instructions, meeting quality and timeline metrics. Provide client support, managing client’s expectations.

JOB DESCRIPTION
• Perform QA/QC for production/operation projects to maintain the quality.
* Ready to work in 24X7 shifts whenever required.
• Prepare a QC processes for error free and on-time delivery
• Perform data validation against various source of information.
• Perform the validation on Record count against control file.
• Make sure data delivered according to DIA (Data Interface Agreement).
• Knowledge on IQVIA Datasets is preferred.
• Perform adhoc requests (Data Validation/ QC -etc) or analysis on data
• Address client queries and questions
• Documentation of issues and resolutions
• Collaborate with other team for closure of issues
• Work on task automations or process improvement plan
• Monitor the Support Mailbox queue and triage the requests/Incidents
• Inform input data issues to stakeholders and client to get the updated file
RESPONSIBILITIES
• Complete appropriate role-specific training to perform job duties.
• Demonstrate the highest standards of accountability by effective communication, reporting, and handling/escalating of issues observed during the QC Process as and when they occur in a timely manner.
• Interact with L2/Onshore team on a regular basis and follow-up on resolution.
• Perform the activities as per the task list delegated by Lead and Manager.
• Establish and maintain effective project/stakeholder/Client communication
• Ensure Clients/stakeholders - are appropriately informed of any delivery delays or errors and kept advised of progress and actions being taken.
• Ensure any Service Level Agreements are honored to required quality and support standards.
• Determine the nature and the severity of the problem reported as per predefined definitions.
• Identify areas for improvement in the process
• Keep accurate records of discussion or correspondence with different stakeholders.
• Willingness to work in a flexible schedule including Weekends and Public Holidays
• Build out and maintain knowledge-base of application-specific processes, known errors and other relevant documentation.
• Share daily/weekly/adhoc reports with stakeholders and manager.
• Maintain and update customer contact information for off-hours support team, in event of any situation.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Results and detail-oriented approach to work delivery and output.
• Basic SQL/PLSQL knowledge
• Good problem-solving skills.
• Good planning, time management and prioritization skills.
• Attention to detail and accuracy in work.
• Good Microsoft excel skills including but not limited to functions, pivot and macros
• Ability to establish and maintain effective working relationships with coworkers, managers and clients.
• Effective oral and written communication skills
• Creative problem-solving abilities and a passion for innovation
• Good to have an experience in supporting customer operations, particularly in a tech software environment
• Ability to effectively influence and communicate cross-functionally
• Ability to handle multiple concurrent tasks and projects with minimal supervision
• Ability to address conflict with others, constructively

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com