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Senior Customer Service Quality

2 miesięcy temu

Warsaw, Polska Randstad Polska Pełny etat

Do you have experience in a similar role within the healthcare industry? Are you fluent in English? Do you want to work in an international and dynamic environment? If so, we’re waiting for you

We currently have an offer for the position of Senior Customer Service Quality & Training Specialist at one of our clients from the healthcare industry.

what we offer

  • Work based on an employment contract 
  • Hybrid work system: 3 days from the office and 2 days of remote work per week 
  • Benefits package: supplemental medical plan, sports card, personal insurance plan, equity awards,
  • Bonus to annual salary 
  • Opportunities to develop professional skills in a global company
  • Office working hours

your tasks

  • Develop and deliver the 4-week onboarding program for any new hire to the department
  • Conduct ongoing assessment of the training needs of the customer service department and assess the effectiveness of the training programs
  • Help develop the training expertise, behavior, mindsets, and skillsets of team members
  • Develop and deliver standardized materials for the training programs
  • Develop individualized training programs to assist in specific skill development as identified by the supervisor/team managers of the customer service team.
  • Deliver training through in-person training, virtual training, hands-on/on-the-job training, and other modalities, as needed
  • Responsible for identifying, developing and managing continuing education for the department to result in the best trained, most knowledgeable and professional Customer Service department
  • Identify training trends and needs by assessing overall status of quality data, employee needs, and business needs
  • Utilize strong change management skills to isolate training needs within a broader change
  • Partner closely with the commercial teams, identifying gaps, training needs and provide solutions to enhance the customer experience at country level
  • Design and develop analytic dashboards with the IT team to measure the departments performance
  • Define and implement new employee training in collaboration with the country managers
  • Ensure development of web-based learning tools
  • Engage with major customer accounts together with Customer Service employees
  • Lead Quality support for cross-site regulatory activities for International business unit and other regulatory audit support
  • Partner closely with the IT department to ensure master data is of high quality and consistent
  • Evaluate business needs related to Quality and adapt support models as needed including prioritized initiatives and cross-trained support
  • Design and manage the Customer Services Escalation Program to ensure timely investigation of any escalations and reporting back to appropriate internal teams
  • Manage general oversight of departments queues and processes ensuring appropriate turnaround time is managed and key insights are shared with relative teams and leaders
  • Align with functional team leaders on appropriate insights related to Quality monitoring to ensure support is meeting business needs, within established guidelines and standard operating procedures
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork

what we expect

  • Higher education related to the essential duties of the job
  • At least 6 years of professional experience related to the essential duties of the position in healthcare industry
  • Advanced production skills using technology tools and platforms to plan, run, and troubleshoot applications
  • Strong understanding of instructor-led, virtual instructor-led, technical, and/or hands-on/on-the-job training
  • Demonstrated understanding of customer service, billing, or data entry in a healthcare related industry
  • Demonstrated ability to identify trainee needs and tailor training plans to promote learning transfer
  • Proficient in Microsoft Office (especially MS Excel), Teams, Zoom, SalesForce and presentation development skills
  • Excellent teamwork and interaction skills to lead cross functional teams and interface effectively with internal partners
  • Exceptional organizational/project management skills
  • Ability to multi-task multiple projects and deliverables at once
  • Strong initiative, critical thinking, and problem-solving ability
  • Proven analytic skills and ability to simplify complex data
  • Able to integrate and apply feedback in a professional manner
  • Ability to travel between international customer service locations (Travel Requirements: 40% including overnight travel)

 

Employment agency entry number 47

this job offer is intended for people over 18 years of age