Quality Management Specialist (Chuyên Viên Quản Lý Chất Lượng & Call Center)

Job Title: QUALITY MANAGEMENT SPECIALIST

Country: Vietnam - Ho Chi Minh city

Position Type: Regular

Immediate Superior (title): Quality Management Supervisor

Immediate Subordinates (title): Non

Key Job Purpose:

• To be responsible for operating the call center

• To be responsible for handling and monitoring customers’ complaints and feedback.

• To Handle Re-labelling process

• To support maintaining the QMS according to ISO 9001 standard.

• To be responsible for workplace safety, health, and environment (if required)

Summary of Functional Duties & Responsibilities:

1. Operating the Call Center

- Answer incoming call and reply to emails regarding customer inquiries / complaints

- Forward requests to the department/PIC that supports resolving customer inquiries / complaints and response to customer

- Update progress of handling customer inquiries / complaints and reports

- Record, analysis and report to management team on trends of customer calls

2. Complaint handling

- Handle customer complaints

- When the complaint is going to be the issue, collect enough information and actual stuffs for the investigation

- Keep contact with the complaint sender by closing the issues.

- Explain the conclusion effectively and timely until close by the customer/business partner, not spare any effort to be customer satisfaction

- To track, report and manage customer quality complaints together with Customer Care until settled.

- To implement FCA/FSCA with Service team and business partners. In case of the reportable AE to the authorities, support the Regulatory Affairs department until the case is closed.

3. Customer Survey

- Conduct annual customer survey, creating report

- Conduct customer survey after completion of WO as required

- Coordinate with relevant departments to implement, follow-up and update actions to address customer expectations during customer survey and monitor Customer Satisfaction

4. Maintaining QMS according to ISO 9001 standard.

- To maintain Document Control System

- To participate in Internal Audits, Supplier Audits, Dealer Audit and coordinate with relevant department to implement appropriate actions for closure of finding.

5. Handling Re-labelling process

- Coordinate with relevant stakeholders and ensure labelling process are in place and appropriate authorization is provided by RA on label content.

- Coordinate with RA to manage sub-label.

- Issue labelling work instruction and ensure implementation in Third-Party Vendor.

6. Workplace Safety, Health, and Environment (If required)

- Establish and implement work safety procedures for the office.

- To ensure compliance with all necessary regulations such as a poison license and hazardous substance license.

- Establish and implement work safety procedures for office

7. Other assigned task by organization or line supervisor.

Authorize:

• To work with heads of other departments to carry out coordination functions, duties and powers under the provisions of the Company.

• To use equipment and facilities of the Company to serve the purpose of completing the task.

• To enjoy the full benefits stipulated in the labor agreement and labor law.

• To refuse to perform the tasks assigned by Manager/ Superiors which not in conformity with the law.

Minimum Education Required:

• Bachelor’s degree in science

Minimum Experience Required:

• Min 2-year experience in Quality Assurance in Healthcare industry

• Min 1-year experience in Sales support, customer care or call centre

Skills and Knowledge Required:

• ISO 9001 QMS, good understanding of general and specific Company and relevant law,

• Workplace Safety and Health Act.

• Microsoft Office

Attitude Required:

• Responsible, team player, keen to learn, good communication skills

Knowledge Desired but not Essential:

• Healthcare industry experiences with in-vitro diagnostics (IVD)

Travel Requirement:

• Flexible to respond to regional meeting/training

Key Competencies :

1. V. Good Plans and organizes effectively

2. Excellent Produce quality work meticulous and meet timeline

3. V. Good Manage time effectively

V. Good Communicates effectively

4. V. Good Judgment - Problem Solving

5. V. Good Customer Orientation

6. Excellent Collaborates with others and teamwork