Contact Center Quality Manager jobs in Saginaw, MI

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Plasma Center Quality Manager
  • Biolife Plasma Services
  • Mount Pleasant, MI FULL_TIME
  • By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use. I further attest that all information I submit in my employment application is true to the best of my knowledge.

    Job Description

    About BioLife Plasma Services

    Every day at BioLife, we feel good knowing that what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we’ll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment.

    BioLife Plasma Services is a subsidiary of Takeda Pharmaceutical Company Ltd.

    OBJECTIVES/PURPOSE

    Monitors all systems and activities to ensure that source plasma manufacturing is performed consistently according to current Good Manufacturing Practices (cGMP), the Shire Quality System, and other applicable regulations for a plasma center. Authorized and responsible to cease operations within the center or stop source plasma shipment(s) if product or donor safety is or may be compromised.

    All below listed responsibilities must be completed in compliance with federal, state, local and company-specific regulations related to quality of product, employee and donor safety, and to the proper performance of day-to-day activities. Employees must also maintain complete and accurate records, in accordance with cGMP.

    ACCOUNTABILITIES

    • Regulatory Compliance: (15%)
      • Stays current with federal, state, local and company-specific rules, regulations, and practices.
      • Ensures center compliance with all federal, state, local and company-specific regulations related to quality of product, employee and donor safety.
      • Ensures that SOP’s are current and that staff perform routine tasks according to SOP through direct observation.
    • Plasma Collection Center Quality Assurance Oversight: (80%)
      • Reviews operational records to ensure they are complete, accurate and compliant with cGMP requirements.
      • Tracks deviations and trending in operating procedures and policies through established mechanisms. Reports errors, deficiencies, discrepancies and observations to center management and the Regional Quality Manager. May stop operations or shipments when donor or product safety is or may be compromised.
      • Identifies potential SOP revisions as needed to support continuous improvement.
      • Works in collaboration with center manager and management team to prepare for and host (if needed) internal auditors and external inspectors. Assists center management teams to ensure timely closure of audit observations.
      • Tracks responses to and evaluates effectiveness of corrective actions for errors.
      • Conducts monthly quality assurance audits for critical control points and key elements for the systems related to donor suitability, source plasma collection, sample collection, plasma storage, product release, quality assurance, and employee training program.
      • Coordinates management review meetings and participates in center staff meetings.
    • Employee Recruitment and Retention: (5%)
      • Responsible for providing feedback and developing employees in the quality department. Provides feedback during the recruitment process for quality department employees, including performance evaluations and merit increases.
      • Fosters teamwork. Works collaboratively with staff, peers, and management to achieve business goals. Communicates continuously and resolves conflicts proactively.
      • Provides timely feedback on performance and initiates disciplinary action when necessary.
      • Participates in the evaluation and review of center staff.
      • Ensures high levels of customer service and satisfaction. Meets and strives to exceed customer expectations.

    DIMENSIONS AND ASPECTS

    Technical/Functional (Line) Expertise

    • Minimum of one-year relevant work experience, or an equivalent combination of education and experience. Relevant work experience within medical or regulated field, highly desirable.
    • Previous work experience within the plasma collection industry is strongly preferred.
    • Computer skills in word processing, excel, data analysis and databases highly desirable.
    • Demonstrated understanding of quality assurance in an FDA-regulated environment.
    • Demonstrated understanding of plasma center operations.
    • Effective organizational, technical and problem-solving skills.

    Leadership

    • Integrity
    • Fairness
    • Honesty
    • Perseverance
    • Putting the patient at the center
    • Building trust with society
    • Reinforcing our reputation
    • Developing the business

    Decision-making and Autonomy

    • Responsible for providing exceptional customer service to donors (external) and fellow employees (internal)
    • Refers to Group/Regional Lead for guidance on complex, high-impact or urgent decisions (internal)
    • Refers to management team for escalated donor/employee concerns (internal)

    Interaction

    • Consults and coordinates directly with the Center Manager on quality concerns within the plasma center.
    • Advises and coordinates will all other center roles to effectively problem solve, mitigate risk, ensure safety of staff and donors, and provide an exceptional customer experience.
    • Attend staff meetings and other team meetings as required.
    • Attention to detail and ability to work independently
    • Effective coaching and counseling skills.

    Innovation

    • May participate in the management of projects and new initiatives within the center or across centers.
    • Coordinates will all other center roles to effectively problem solve, ensure safety of staff and donors, and provide an exceptional customer experience.
    • Supports the center management team in identifying operational opportunities for continuous improvement, initiating changes to center processes as needed, through use of company approved procedures (including but not limited to 5S, Value Stream Mapping and Kaizen).

    Complexity

    • Maintain general cleanliness of work area and assist other work areas as needed to ensure a clean and professional environment.
    • Production environment oversight.

    EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

    Essential: High School Diploma or equivalent required.

    Desired: Associates or Bachelor’s degree highly desirable.

    ADDITIONAL INFORMATION

    • FLSA Classification (US) - Exempt
    • Other duties and responsibilities as assigned.

    EEO Statement

    Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

    Locations

    USA - MI - Mt Pleasant

    Worker Type

    Employee

    Worker Sub-Type

    Regular

    Time Type

    Full time
  • 8 Days Ago

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Contact Center Consultant I
  • Michigan Credit Union League
  • Midland, MI FULL_TIME
  • Organization: Members First CU Date Posted: January 10, 2024 Region: Mid-Michigan Location of Position: Midland Position Level: Entry Do you have a passion for providing excellent member experience an...
  • 12 Days Ago

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Contact center representative
  • Jackson Hewitt
  • Burton, MI FULL_TIME
  • At Jackson Hewitt and its Franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity, quality, and consistency. This is...
  • 28 Days Ago

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Contact center representative
  • Northland Area FCU
  • Alpena, MI FULL_TIME
  • Our contact center is on site at our Alpena, MI headquarter location. This is not a remote position. Are you looking for a change? Do you have the desire to help others and be a part of a dynamic team...
  • 1 Month Ago

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Contact Center Representative
  • Jackson Hewitt - 3159
  • Burton, MI FULL_TIME
  • At Jackson Hewitt and its Franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity, quality, and consistency. This is...
  • 1 Month Ago

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Optometrist
  • Advanced Eyecare & Contact Lens Center --...
  • Chesaning, MI FULL_TIME
  • The Optometrist will conduct eye exams for Acuity Eyecare group and strive to practice to the full capacity of their license. The Optometrist will support practice growth by establishing patient relat...
  • 11 Days Ago

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0 Contact Center Quality Manager jobs found in Saginaw, MI area

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CUSTOMER SERVICE REPRESENTATIVE
  • Spherion-Midland, Mi
  • Midland, MI
  • Job Description Job Description A Midland County service provider is seeking a reliable Customer Service Representative ...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative (Toll)
  • ValorVIP
  • Bay City, MI
  • POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE (TOLL) We are looking for Customer Service Representatives to support...
  • 3/28/2024 12:00:00 AM

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Toll Customer Service Agent
  • MCI Careers
  • Bay City, MI
  • LOCATION: Bay City, MI JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: $15.00 / hour BENEFITS & PERKS: LOCAL REPRE...
  • 3/27/2024 12:00:00 AM

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Call Center Reps
  • Highway and Heavy Parts
  • Midland, MI
  • Job Description Job Description Call Center Reps ($15 - $18 per hour plus Commission) Company Overview Highway and Heavy...
  • 3/26/2024 12:00:00 AM

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Customer Experience Sales Specialist Respiratory Flint MI Remote
  • Novartis AG
  • Flint, MI
  • **Customer Experience Sales Specialist Respiratory Flint MI Remote** Job ID 340071BR Position Title Customer Experience ...
  • 3/26/2024 12:00:00 AM

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Customer Experience Sales Specialist Respiratory Flint MI Remote
  • Novartis Group.
  • Flint, MI
  • 340071BR **Customer Experience Sales Specialist Respiratory Flint MI Remote** Job Description 769 million. Thats how man...
  • 3/26/2024 12:00:00 AM

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Collections Representative (Toll)
  • MCI Jobs
  • Bay City, MI
  • POSITION OVERVIEW: COLLECTIONS REPRESENTATIVE (TOLL) We are looking for Customer Service Representatives to support inbo...
  • 3/25/2024 12:00:00 AM

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Customer Experience Sales Specialist Respiratory Flint MI Remote
  • Navigatebp
  • Flint, MI
  • **Customer Experience Sales Specialist Respiratory Flint MI Remote** Job ID 340071BR Position Title Customer Experience ...
  • 3/25/2024 12:00:00 AM

Saginaw (/ˈsæɡɪnɔː/) is a city in the U.S. state of Michigan and the seat of Saginaw County. The city of Saginaw and Saginaw County are both located in the area known as Mid-Michigan or Central Michigan. The city of Saginaw is located adjacent to Saginaw Charter Township and is considered part of the Tri-City area, along with neighboring Bay City and Midland. The Saginaw County MSA had a population of 196,542 in 2013. The city is also the largest municipality within the Saginaw, Midland, and Bay City Metropolitan Area. The city of Saginaw was a thriving lumber town in the 19th century and an i...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$68,585 to $103,346
Saginaw, Michigan area prices
were up 1.3% from a year ago

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