EVERSANA is hiring for the position of Training and Quality Manager in Pune, Maharashtra. This full-time opportunity is part of the Clinical & Medical department and Pharmacovigilance job family.

The role primarily supports EVERSANA’s Global Medical Information Contact Center (MICC) & Medical Affairs operations, with responsibility for employee training, Medical Information quality monitoring, adverse event and product complaint handling quality, and continuous process improvement.

Candidates with B.Pharm, M.Pharm, PharmD or an advanced healthcare degree and relevant Medical Information, contact center, quality assurance or pharmaceutical industry experience can apply.

EVERSANA Training and Quality Manager – Job Details

About the Role

The Training and Quality Manager at EVERSANA will develop and implement training programs while monitoring the quality of Medical Information Contact Center services.

The position involves training employees on Medical Information Management Systems, Drug Safety Systems, Quality Management Systems, client-specific processes, call center metrics and other applications.

On the quality side, the professional will review medical inquiries, calls, case documentation, adverse event reports and product complaint reports to ensure compliance with established procedures and quality standards.

Key Responsibilities

Training

• Develop training plans and schedules and conduct training programs for team members.
• Develop and maintain training modules, job aids and training resources.
• Maintain appropriate documentation and records for training programs and meetings.
• Act as a Subject Matter Expert for Medical Information Management Systems and compliance programs.
• Train employees on call center metrics, including KPIs, service levels and response times.
• Provide training on phone systems, Help Desk systems and client-specific applications.
• Train new and existing employees on Medical Information Management Systems, Quality Management Systems, customer service and products.
• Identify training and developmental needs based on client requirements.
• Monitor and evaluate the effectiveness of training programs.
• Coordinate with operations teams to address training requirements.
• Develop individual and group training programs based on specific client needs.

Quality

• Monitor, review, evaluate and score calls, medical inquiries and case documentation.
• Review adverse event and product complaint reports against established quality standards.
• Monitor customer service, product information communication and adherence to procedures.
• Identify, document and report quality non-conformances.
• Ensure Medical Information Contact Center agents follow applicable SOPs and quality standards.
• Support the development and monitoring of quality metrics.
• Help ensure KPIs and SLA requirements related to quality and customer satisfaction are achieved.
• Maintain accurate and timely quality-monitoring documentation.
• Provide written and verbal quality feedback to Operations, Management and Quality Assurance teams.
• Provide training and feedback to Medical Information agents.
• Develop action and development plans to improve call quality, performance and case documentation.
• Prepare reports covering quality, productivity, availability and other relevant metrics.
• Assist with the development and continuous improvement of quality programs.

Qualification

Candidates should have one of the following educational qualifications:

• B.Pharm
• M.Pharm
• PharmD
• Advanced healthcare degree

Experience Required

EVERSANA specifies 1–2 years of experience in Contact Center, Medical Information, Quality Assurance and/or the pharmaceutical industry.

The job description also specifically mentions a minimum of 1 year of Medical Information Call Center experience, along with training and quality assurance experience.

Therefore, this is not advertised as a fresher position.

Skills Required

Candidates should possess:

• Medical Information knowledge
• Medical terminology knowledge
• Quality assurance skills
• Training and employee development skills
• Adverse event identification and reporting knowledge
• Product complaint handling knowledge
• Customer service skills
• Excellent verbal and written communication
• Medical Information Management Systems exposure
• Safety database exposure
• Quality Management Systems knowledge
• Call center KPI and SLA understanding
• Microsoft Word, Excel and PowerPoint proficiency
• Telephony and video conferencing platform experience

Is This a Pharmacovigilance Role?

Yes, but it is not a traditional ICSR case-processing Pharmacovigilance role.

EVERSANA categorizes the position under the Pharmacovigilance job family, while the actual responsibilities are primarily focused on Medical Information, training and quality assurance.

The role does involve Pharmacovigilance-related activities such as monitoring the identification, handling and reporting of adverse events and product complaints and training employees on Drug Safety Systems.

It is therefore best described as a Medical Information + Pharmacovigilance Quality & Training role.

Why Consider This Opportunity?

This position provides exposure to several important areas of pharmaceutical operations, including:

• Medical Information
• Pharmacovigilance
• Drug Safety Systems
• Quality Assurance
• Training and Development
• Quality Management Systems
• Adverse Event Reporting
• Product Complaint Management
• Contact Center Quality
• Client-specific pharmaceutical processes

The role may be particularly relevant for professionals who already have Medical Information or pharmaceutical contact center experience and want to develop further in training, quality and operational leadership.

How to Apply

Application Link