Cache of job #13559064

Job Title

Customer Excellence Consultant

Employer

Fastnet The Talent Group

Location

Cork

Description

Leadership & Development. To inspire, coach and develop the European Medical Information teams to reach their full potential in creating customer delight. Consult with HR and Development Leadership Team members to identify training requirements and making appropriate recommendations. Develop, recommend and implement training programs within Europe Medical Information to increases morale and drive employee retention. Writes learning objectives and corresponding knowledge/skill effectiveness checks (e.g. certifications) and scenario excurses to demonstrate qualification. Coordinate, and supervise on-the-job assessments to specifically identify the current training curriculum effectiveness in the on-the-job environment, make appropriate recommendations based on assessment and implement the recommendations. Customer Experience. Ensure all Customer Experience (Cx) feedback from surveys and other management tools are shared to raise awareness of the MI business status, liaising with the Operational Consultant who owns Net Promoter survey and results. Work with Medical Information business leaders and Stakeholder to devise plans to increase performance. Conduct ad hoc analysis of social conversation in response to issues, situations and other trends impacting brand image and consumer opinions while providing regular insight and recommendations on overall communications strategies to management. Leads cross-functional activities to resolve problems and integrate solutions that translate into service improvements, liaising with the Operational Consultant. Drive the implementation of relevant best practices and other industry contact center best practices throughout the contact center. Create feedback using robust data on customer and user experience that can be used to enhance architecture/tools that delight our customers and create a unified customer experience through the web. Quality. Owns the internal Tier 1 quality control process. Determines key processes/procedures for Quality Controls, alongside the Operational Consultant. Responsible for maintaining call quality standards. Work with MQS colleagues and other relevant stakeholders to identify areas of risk and ensure we are measuring the right things, assessing, evaluating, and taking action to remove risk and educate staff on quality, compliance whilst enhancing Cx. Process / Policies - Review all current Medical Information Tier 1 and Tier 2 processes to ensure their "customer friendliness" and improve where needed. Integrate compliance into daily activities. Help to interpret relevant regulations and guidelines and act as an Subject Matter Expert within the Europe Medical Information team. Implement learnings from Audits and Inspections to improve quality. Represent European Medical Information at various forums where business and quality personnel collaborate on quality and compliance plans. Support affiliate audits and inspections and facilitate audits and inspections in Cork. Communicate and ensure inspection readiness requirements are in place. Analyze trends, identify areas of weaknesses/gaps and recommend corrective actions. Identifies, develops, implement and evaluates controlled documents and owns and writes documents pertaining to quality systems. Compliance. Understand and follow all compliance policies, laws, regulations and The Red Book. Ensure adherence to all document retention requirements in line with company Global Record Retention Schedule and any applicable local legal requirements, including filing, storing, archiving, and destroying documents at the end of the record retention period. Ensure adherence to Anti-Corruption requirements. Ensure all operational controls are completed to level required and within agreed timeframe. Integrate compliance into daily activities. Comply with any corrective actions. Cooperate with investigations, monitoring and audits. Requirements. Must be a qualified Pharmacist or Physician or hold a Ph.D. 3 years' experience in the pharmaceutical industry. A background in Customer Experience is essential. Strong project management experience with the willingness and ability to take on ad hoc projects as required. Demonstrates strong analytical skills and ability to prepare, update and monitor internal procedures and policies. Communicates progress and issues to Director, MI leadership team and Business Partners. Detail oriented with excellent organizational skills. Excels at building highly effective relationships and influencing skills. Superior facilitation and presentation skills; excellent written and communication skills. Experience and knowledge in training or coaching others is essential. Self-motivated. Experience of working in a virtual team is preferred. Able to travel as required. Should include customer experience/customer satisfaction, with proven track record of success working in a customer service environment. Quality experience. Fastnet has a strict confidentiality policy - please be assured that your details will never be forwarded to any third party without your consent. Fastnet - The Talent Group. 'Not Just Placers.........Partners' The Life Science Specialists. This job originally appeared on RecruitIreland.com.

Date Added

2741 days ago

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