Job Description

Description

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About Norstella:

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle -- from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.



Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:

Accelerate the drug development cycle Assess competition and bring the right drugs to market Make data driven commercial and financial decisions Match and recruit patients for clinical trials Identify and address barriers to therapies


Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.
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The Client Services Quality Assurance Consultant

is responsible for ensuring the delivery of high-quality service experiences to clients by monitoring, evaluating, and improving service standards across client touchpoints. This role plays a critical part in maintaining client satisfaction, driving continuous improvement, and supporting the development of best practices within the Client Services team. The Quality Assurance Consultant will regularly review client interactions, identify trends and areas for improvement, and provide constructive feedback and coaching to team members. They will partner closely with Client Services leadership, Client Success, and other cross-functional teams to ensure consistency, accuracy, and excellence in client communications and deliverables. In addition, this role contributes to the creation and refinement of service guidelines, process documentation, and performance metrics. By combining analytical insight with a strong understanding of client needs, the QA Executive helps enhance team performance, strengthen client relationships, and upholds our commitment to service excellence.
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Responsibilities:

Quality Monitoring, Evaluation, and ImprovementConduct regular audits of client interactions (including fulfillment, tickets, and provisioning) to assess service quality, compliance, and adherence to company standards. Identify trends, gaps, and opportunities for improvement based on QA findings. Recommend and support the implementation of process enhancements to improve client service efficiency and consistency.


Training and Development SupportCollaborate with Client Services leadership to design and deliver targeted training programs informed by QA insights and performance trends. Provide actionable feedback and coaching to team members to strengthen service delivery skills and promote best practices.


Reporting and InsightsPrepare and present regular QA reports, highlighting key findings, trends, and recommendations for senior management. Track and analyze KPIs related to service quality, client satisfaction, and team performance to measure progress and identify improvement areas.


Feedback IntegrationCollect, analyze, and interpret client and internal feedback to uncover root causes and improvement opportunities. Collaborate with relevant teams to translate insights into actionable initiatives that enhance processes, tools, and client outcomes. Monitor and evaluate the implementation and impact of feedback-driven changes to ensure sustained improvement.
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Qualifications:

Bachelor's degree in Business, Communications or related field. Strong preference for candidates with 2+ years relevant commercial experience managing client relationships and quality assurance support - within pharmaceutical, biotech or contract research organizations. Proven experience conducting quality reviews, process audits, or performance evaluations related to client or customer interactions Experience in data-driven reporting and using QA insights to improve team or process performance. Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and root causes. Excellent written and verbal communication skills, with the ability to provide clear, constructive feedback. High attention to detail and commitment to maintaining service excellence and compliance standards. Strong interpersonal and collaboration skills -- able to influence without direct authority and work effectively across teams. Proficiency in using CRM systems (e.g., Salesforce, Intercom) Advanced Excel or data visualization skills (e.g., Power BI, Pendo, Tableau) for reporting and trend analysis.

AS PART OF BUILDING YOUR PERSONAL BRAND YOU WILL BE GIVEN THE OPPORTUNITY TO

:Represent highly recognized and awarded brands Partner with customers in developing their strategic direction Build and maintain global and local relationships internally and with customers Work in a highly collaborative and passionate team environment Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
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Our Guiding Principles for success at Norstella

01:

Bold, Passionate, Mission-First

02:

Integrity, Truth, Reality

03:

Kindness, Empathy, Grace

04:

Resilience, Mettle, Perseverance

05:

Humility, Gratitude, Learning####

Benefits:

Health Insurance Provident Fund Reimbursement of Certification Expenses Gratuity 24x7 Health Desk


Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.



Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you.



All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.com.