Training and Quality Coordinator (R1112905) in , Portugal at IQVIA™

Date Posted: 1/27/2020

Job Snapshot

  • Employee Type:
  • Location:
    , Portugal
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

  • Role Purpose: 

Responsible for both Help Desk Operational quality: Training and Quality Assurance. 

As a trainer, he/she will be delivering technology, application and customer service skills development initiatives for each supported client, targeting mostly the help desk analyst layer. As a Quality Assurance Analyst, the QA Analyst /Trainer performs QA and remediation for the Help Desk Analyst population. 

Principal Accountabilities:  

Training Preparation  

  • Constantly assess training needs of the Help Desk Analysts. 

  • Ongoing Training: Regularly assess Help Desk Analysts’ proficiency against required skills by administering regular skill assessments. 

  • New Application Training: Stay informed on upcoming changes in the client’s system (Change Management Process). 

  • Prepare Training plans and Training material based on above assessment. 

  • Schedule training classes in coordination with Helpdesk Assoc. Manager and staffing schedules with minimal impact on call taking ability. 

Training Delivery  

  • Deliver training to current and new hire HDAs  

  • Customer service skills. 

  • Other Client application & process (e.g.: escalation procedures, troubleshooting scripts, etc.) 

  • Help Desk processes and technology. 

  • Training can be instructor-led and or self-training. 

Monthly assessment  

  • Develop and administer a comprehensive skills assessment as needed and required. 

  • Present results to the Ops Team and make recommendations for remediation as required. 

  • Develop other ad-hoc skills assessment, as required (new application, etc.) 

QA activities  

  • Perform QA assessments, as required. 

  • Provide real time coaching, formulate action items and refresher trainings based on QA assessments. 

  • Monitor Help Desk Analyst progress after refresher training has been performed. 

  • Provide group and individual performance feedback based on fact based data (training assessments and/or QA results). 

  • Drive the RCA call intended to identify patterns of issues and wholesale training opportunities. 

  • Conduct a session with all the HDAs to discuss the findings of the RCA Call. 


  • Regular reporting on training & QA activities, specifically: Monthly assessment results & QA Results. 

  • Completes administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases. 

  • Manage training room and equipment logistics. 

Knowledge Management 

  • Keep knowledge databases updated with current global and customer specific details 

Minimum Education, Experience, & Specialized Knowledge Required 

  • College graduate. or equivalent work experience. 

  • Service Desk  or sales skills and experience. 

  • Minimum 1-2 years of management experience in a technical customer service environment or equivalent work experience. 

  • Prior training related experience preferred. 

  • Excellent verbal and written communication skills. 

  • Excellent presentation and organizational skills. 

  • Quantitative and qualitative analysis skills. 

  • Microsoft Office Suite, Windows Operating Systems, and Internet applications. 

  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario. 

  • English and French are mandatory  

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

Job ID: R1112905