Operational Controls Analyst

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: Bachelor’s degree required.

•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 handling

•Experience monitoring/scoring to a defined rubric and participating in calibration to ensure scoring consistency

•Experience producing and presenting QA and risk/control reporting (trend analysis, defect themes, risk areas) to leaders/supervisors

•Experience providing coaching-ready feedback (clear, objective, behavior-based)

•Comfort with handling PHI/PII and applying necessary principles in documentation/sharing

•Strong communication skills including active listening, providing detailed feedback, creating doc-umentation, paraphrasing

•Proficient in desktop applications Excel, PowerPoint, Teams, Word, SharePoint.

•High attention to detail with the ability to consistently identify and evaluate critical operational control behaviors.

•Strong verbal and written communication skills to document clear, objective observations of the interactions.

•Analytical mindset to identify trends, emerging risks, and root causes using monitoring results; ability to translate findings into insights and recommendations.

Preferred Experience:

• Successful team player; skilled at working with colleagues across multiple locations (both re-motely and onsite)

•Prior experience in a pharma patient support hub / patient services / PSP environment

•Working knowledge of HIPAA authorization/consent concepts as applied in contact center work-flows

•Working with systems such as Genesys, Five9, NICE, Verint, Salesforce

•Familiarity with FDA/pharmacovigilance reporting expectations for intake of safety information

•Experience with omnichannel QA (calls + email/chat/SMS)

•Demonstrated use of critical thinking skills leveraging technology and data to perform call qual-ity monitoring efficiently, effectively meeting KPIs as defined

•Bilingual Spanish and English. Highly proficient with reading, writing and spoken Spanish and English language skills.