Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

RESPONSIBILITIES

Responsible for implementing and maintaining, quality systems compliance with the Customer Service organization and it's strategic partners, ensuring compliance with all external and internal requirements (i.e. Regulatory Affairs, FDA, ISO, Product Quality, Ethics and Compliance).

Functions as the subject matter expert for the Customer Service quality & training program.

Assists call centers in understanding and deployment of quality system requirements/policies. Interfaces with site quality management and commercial management as required.

Develops and manages overall training curriculum, strategy, deliverables, and timelines.

Aligns training & quality projects with CS strategies and removes barriers to project completion. Prepares and presents project progress reports to management team.

Creates and maintains quality & training procedures for customer service functions.

Ensure external vendors maintain appropriate quality & training procedures documentation to support quality processes.

Drive continuous improvement through implementation and analysis of service quality metrics, key performance indicators and metrics.

Identify and investigate Customer Service non-conformances (Abbott and Vendor/Supplier) and ensure appropriate investigation and corrective action.

Functions as the Customer Service SME for supplier, internal and external audits.

Strong leadership, influencing, and interpersonal skills.

Interprets results/recommends options, interprets data.

Draws conclusions and recommends options for next steps. Applies technical writing skills to produce reports and documents.

Writes independently and critically evaluates the writing of others.

QUALIFICATIONS

Bachelor’s Degree (or a minimum of 5 years equivalent experience) required.  

EXPERIENCE: Minimum 3 years prior experience and knowledge of call center, complaint handling and quality processes required. Minimum 1 year experience in staff management required. Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast paced environment. Effective written, oral communication and presentation skills necessary. Prior experience in a medical device or healthcare market in customer-facing roles preferred. Six Sigma experience/training preferred.  QARA, CAPA, distribution or reimbursement related experience in Medical or regulated industry is preferred.

SCOPE/ACCOUNTABILITY:

Proven experience that demonstrates focus on enhancing the customer experience.

This is a critical role for the success of ADCs products and services.

This role does not directly oversee a budget but has critical input to CS programs and budget allocations.