Quality Monitoring Specialist - Bogota, Colombia - Johnson & Johnson

Johnson & Johnson

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

beBee Recruiter

Descripción

At Johnson & Johnson, the largest healthcare company in the world, we come together with one purpose: to profoundly change the trajectory of health for humanity.

Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world. _
When You Join Johnson & Johnson, Your Next Move Could Mean Our Next Breakthrough _

Johnson & Johnson is the largest and most broadly-based healthcare company in the world. We're producing life-changing breakthroughs every day and have been for the last 130 years. The combination of new technologies and your expertise enables amazing things to happen.

We are hiring the best talent for Quality Monitoring Analyst to be located in Bogota D.C

Purpose of position:

The Quality Monitoring Analyst is responsible for monitoring customer service order management activities including calls and chats quality. Individual will evaluate customer service resource order management performance based on interaction with customers. The Quality Monitoring Analyst will generate new ideas and strategies in order to improve customer ́s experience.

Key responsibilities:

Monitors and evaluates the quality of customer service transactional work measured against timeliness, accuracy, and productivity standards.
Assess individuals' ability to meet customer demands and performance metrics including productivity, quality, and adherence.
Acts as the voice of the customer ensuring our customers' needs are present in every discussion and project
Provide information to assist in employee feedback process and assessment of training programs.
Collaborate across LATAM Customer Service organization to promote standardized communication and consistency with customer interaction.
Contribute toward the adherence of policies and procedures to ensure that standards are followed, and customer satisfaction goals are met.
Provide input to enhance Quality Monitoring evaluation and feedback processes.
Assure regular and consistent calibrations across Customer Service transactions.
Identify efficiency gains driven by quality initiatives and training.
Provide clear, helpful and actionable feedback
Ensure adherence to procedures for optimal customer satisfaction
Identify process improvement opportunities, policies or systems based on her/his own experience and customer feedback.
Works with business teams to understand current challenges and goals, and align with (Customer experience) CX strategy and objectives
Implementation of CX strategy objectives and a customerfocused culture across the organization
Leads associate engagement strategies, including building empathy for the customer across the organization

Qualifications:

EDUCATION:
High School required / Bachelor's Degree, preferably in Logistics/ Computer Science/ Industrial Engineering/ Statistics, etc.

REQUIRED:

2+ years of training/mentoring experience

PREFERRED:

Technical skills: MS Office, SAP, CIC
Professional skills: Perform efficiently and effectively. Deal with multisource of information. Demonstrate proficiency in written and oral communications
Bilingual: Spanish & English (Portuguese preferred)