Analyst Customer Quality

At Johnson & Johnson, we believe health is everything.

Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:
Quality

Job Sub Function:
Customer/Commercial Quality

Job Category:
Professional

All Job Posting Locations:
Bogotá, Distrito Capital, Colombia

Job Description:

Overall purpose of job:


* The Customer Service -Regional - Customer Experience QM Specialist is responsible for monitoring customer service order management activities including call 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.

Essential duties and responsibilities:


* Prepare and organize documentation for audits, ensuring accuracy, completeness, and compliance with internal and external standards.


* Create, maintain, and control operational documents with a strong focus on quality and continuousimprovement.


* Monitor and evaluate the quality of operational and customer service transactions, measuring performance against timeliness, accuracy, and productivity standards.


* Assess team members’ ability to meet performance metrics, including productivity, quality, and adherence to established procedures.


* Act as the voice of the customer, ensuring customer needs and expectations are represented in every process and project.


* Provide insights for employee feedback and training program assessments, supporting skill development and quality improvement.


* Collaborate across LATAM Customer Service teams to promote standardized communication and consistency in customer interactions.


* Ensure adherence to policies and procedures, maintaining compliance and achieving customer satisfaction goals.


* Contribute to the enhancement of Quality Monitoring processes, including evaluation and feedback mechanisms.


* Lead regular calibration sessions to ensure consistency in quality evaluations across transactions.


* Identify opportunities for efficiency and process improvement driven by quality initiatives and training.


* Deliver clear, actionable feedback to improve individual and team performance.


* Support the implementation of Customer Experience (CX) strategies, fostering a customer-focused culture throughout the organization.


* Work with business teams to align quality initiatives with organizational goals and CX objectives.


* Promote associated engagement strateg...