The Operational Controls Analyst will provide operational control-focused monitoring for No-vartis Patient Support programs.
The role is accountable for monitoring omnichannel communications and scoring critical operational control elements, including potential adverse event identification and reporting, HIPAA verification and consent validation, and appropriate sharing of Prescribing Information, then documenting and communicating results so agents and supervisors can review, coach, and address gaps.
This function is essential to support customers in accordance with required policies and regulatory requirements while helping patients start and stay on their Novartis therapy.
Job Description
Key Responsibilities
Working knowledge of contact center quality principles and regulated requirements, including privacy and data handling expectations.
Sound judgment and consistency in applying scoring criteria; commitment to calibration and maintaining inter-rater reliability.
Strong organizational and time management skills to meet the required monitoring volume, timeliness, and reporting deadlines.
Professional discretion and integrity, including handling sensitive patient information and escalating potential control or policy issues through established channels.
This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
Essential Requirements
Education: High School Diploma required, associate's degree or higher preferred.
Role is based in Mexico City and is hybrid combining both on-site and remote work hours, in alignment with site policy.
May be required and scheduled to work on Novartis US IM holidays, as determined by business need.
1-3 years contact center or related quality monitoring experience
Experience monitoring critical controls (or equivalent) in a regulated environment (healthcare/pharma/health insurance), including privacy and regulated call h