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    Complaint Evaluator Associate Manager - United Kingdom - OLYMPUS EUROPA SE & CO. KG

    OLYMPUS EUROPA SE & CO. KG
    OLYMPUS EUROPA SE & CO. KG United Kingdom

    2 weeks ago

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    Description

    Complaint Evaluator Associate Manager

    KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | Corporate

    With around 1,300 employees in the UK, METNA & ROI, Olympus KeyMed operates in a diverse range of business areas which allow us to attract people with all kinds of skills and experience.

    Your responsibilities

    • Collaborate with Olympus leadership teams to ensure that the service delivered is consistent and in accordance with response expectations across quality, compliance, and international regulations and standards such as FDA (21 CFR Complaint handling and (21 CFR MDR reporting and company goals.
    • BPO teams daily performance monitoring, escalation handling, and first operational point of contact for assigned territory.
    • Assignment of regional customer inquiries into dashboard queues in a timely manner.
    • Weekly monitoring, summarize performance call-out of agent KPI`s to ensure agent training, quality, to ensure that Data Surveillance Americas team are efficient and effective.
    • Communicate reporting summary with narrative to stakeholders to maintain SLA to meet or exceed industry standard as a global Center of Excellence.
    • Conducting BPO agents and management focus groups to understand pain points, opportunities as well as promote best practices.
    • Assisting Global Triage team in the successful identification and resolution of quality issues associated with complaints.
    • Supporting audits for outsourced processes (remote or onsite audits) and support with the overall Quality Assurance BPO program and any related initiatives.
    • Contributing to process and documentation improvement by providing feedback based on agent and supervisor experience.
    • BA/BS in Business, communications, or scientific discipline. Equivalent years of experience in the business operation field and or medical device.
    • Minimum of 3-4 years of experience in leading customer service and/or complaint intake processes for a midsize to large scale global medical device manufacturer.
    • Proficient understanding of medical device customer relationship management, including domestic and international medical device regulations which include complaint handling, and regulatory inspections.
    • Technical and business expertise – Applies emerging knowledge and trends, builds strong relationships, contributes to expertise within and beyond the assigned area.
    • Strong communication skills, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness.
    • Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.
    • International travel (mainly to Hungary) will be required (around 30 %) - it's on average a bit more than 1 week per month.
    • Communication
    • Delivering results
    • Leadership & responding to change
    • Problem solving, creativity& decision making
    • Teamworking
    • Generous annual leave entitlement
    • Comprehensive company pension scheme
    • Private medical cover
    • Free annual health check
    • Subsidised gym membership
    • Hybrid Working

    About Olympus Corporate

    The Corporate Division is responsible for centralized functions that include Finance and Controlling, HR, IT, Quality Management and Supply Chain Management. It provides essential services and support to all business divisions. Moreover, it is an important project initiator and leader within the international network.

    About Olympus Corporate

    The Corporate Division is responsible for centralized functions that include Finance and Controlling, HR, IT, Quality Management and Supply Chain Management. It provides essential services and support to all business divisions. Moreover, it is an important project initiator and leader within the international network.

    Further information:

    All applications must be received by the closing date of 18th of March 2024 and will not be accepted after this deadline.

    You will be required to provide evidence of your eligibility to work and reside in the UK, in accordance with the requirements of Section 15 of the Immigration, Asylum and Nationality Act 2006. The role that you are applying for will require you to undertake a basic/standard/enhanced* Disclosure & Barring Service (DBS) check* before publishing select appropriate level of DBS check. #J-18808-Ljbffr
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