Job Duties
- Collaborate with Olympus leadership teams to ensure that the service delivered is consistent and in accordance with response expectations across quality, compliance, and international regulations and standards such as FDA (21 CFR 820.198) Complaint handling and (21 CFR 803.3) MDR reporting and company goals.
- BPO teams daily performance monitoring, escalation handling, and first operational point of contact for assigned territory .
- Assignment of regional customer inquiries into dashboard queues in a timely manner.
- Weekly monitoring, summarize performance callout of agent KPIs to ensure agent training, quality, to ensure that Data Surveillance Americas team are efficient and effective.
- Communicate reporting summary with narrative to stakeholders to maintain SLA to meet or exceed industry standard as a global Center of Excellence.
- On the job trainer for Data Surveillance role.
- Conducting BPO agents and management focus groups to understand pain points, opportunities as well as promote best practices.
- The deployment, establishment, and maintenance of skills level by (re-)training team members.
- Assisting Global Triage team in the successful identification and resolution of quality issues associated with complaints.
- Supporting audits for outsourced processes (remote or onsite audits) and support with the overall Quality Assurance BPO program and any related initiatives.
- Contributing to process and documentation improvement by providing feedback based on agent and supervisor experience.
- Improving agent facing documentation by creating Internal Knowledge Base job aids as and if required.
- Participating in meetings with regional leadership
Job Qualifications
Required:
- BA/BS in Business, communications, or scientific discipline. Equivalent years of experience in the business operation field and or medical device.
- Minimum of 3-4 years of experience in leading customer service and/or complaint intake processes for a midsize to large scale global medical device manufacturer.
- International travel will be required
Preferred:
- Proficient understanding of medical device customer relationship management, including domestic and international medical device regulations which include complaint handling, and regulatory inspections.
- Technical and business expertise Applies emerging knowledge and trends, builds strong relationships, contributes to expertise within and beyond the assigned area.
- Strong communication skills, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness.
- Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.
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