Quality & Training Professional

Created by: Eli Lilly and Company
Added: 22.10.2019

Advert description

Responsibilities

Call and Alternate Channel Monitoring
  • Ensures the consistency and standardization of customer interactions through monitoring and coaching as defined by TLAC standards
  • Maintains Lilly product and organizational knowledge for monitoring purposes
  • Ensures alignment between established standards / controlled documents and monitoring standards
  • Participates in call and alternate channel calibrations and provides feedback
  • Reports individual and team monitoring scores
  • Uses knowledge and business process understanding to influence, make decisions and coach others to maximize customer experiences and enhance processes
Training Administration
  • Supports personnel qualifications and training processes to ensure TLAC inspection readiness
  • Owns the coordination of training activities in partnership with TLAC-US colleagues, including content updates for TLAC-Cork location
  • Facilitates training courses for new employees and on-going learnings
  • Supports on-boarding and off-boarding processes following TLAC quality system standards and training schedules
  • Supports learning management system process including due dates and training completion
  • Ensures instructor qualification process is executed
  • Ensures the certification process is administered and executed
Quality System
  • Participates and provides feedback to TLAC controlled documents
  • Serves as subject matter expert in TLAC regulatory and compliance processes (e.g. Privacy, Compliance, Adverse Events, Product Complaints)
  • Provides regulatory / compliance expertise and guidance to questions relative to current processes, regulatory guidelines and / or quality
  • Participates in internal self-assessments of processes and practices and supports external assessments and audits
  • Provides technical expertise in integrating quality into business practices
  • Responsible for writing deviation reports through the approved deviation management system

Engagement
  • Demonstrates Team Lilly behaviors including the Lilly values of Integrity, Excellence and Respect for People
  • Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs
  • Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision
  • Defines what is and what is not important; makes the necessary tradeoffs in order to maintain focus on accomplishing the goal
  • Ensures the alignment between the goals of the business, TLAC’s goals and individual goals
  • Creates a safe environment where all team members feel they can share their unique opinions and ideas
  • Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress
  • Supports efforts to implement processes and technologies to maximize efficiency and effectiveness
  • Delivers and drives excellence in quality standards

Compliance

  • Creates an environment that expects compliance
  • Recognizes and follows all compliance policies, laws, regulations and The Red Book
  • Completes all training and associated tests on time
  • Integrates compliance into daily activities
  • Cooperates with investigations, monitoring and audits
  • Complies with any corrective actions
  • Responds appropriately to reported and known / suspected compliance violations

Company Overview

Eli Lilly – Cork GBS
At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 750 of whom are based at our Global Business Solutions centre in Little Island, Cork. There we boast vibrant workforce made up of over 44 nationalities.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information ,Procurement, Trial Capabilities and more to come on stream across 2019 and 2020.

TLAC-The Lilly Answers Center

The Lilly Answers Center (TLAC) is the United States contact center supporting patients, HCPs and Sales Representatives.
The organization combines scientific knowledge and communication expertise in order to organize and deliver answers that are meaningful and relevant to the Lilly customers. We strive to deliver answers and solutions through easy interactions that enable people to feel they are genuinely cared for and able to trust us.

The Quality and Training Professional ensures quality processes through established standards and monitoring activities following the customer experience principles. This role is responsible for agent performance contact monitoring and manages elements of TLAC training administration processes.

Basic Qualifications
  • Bachelor's degree; nurse, pharmacist, or other qualified health care professional
  • Fluency in English verbal and written forms

Additional Information
  • Hours for this position are US Market - 2pm - 10pm (Mon-Fri)

Additional Skills/Preferences
  • Knowledge of pharmaceutical / healthcare business
  • Experience in a customer contact center or service team environment
  • Strong computer skills including demonstrated ability to type (data entry, searching multiple data bases) while on telephone
  • Commitment to following quality processes and standards
  • Strong customer service orientation and experience
  • Active listening skills including the ability to listen to and understand information presented through spoken words
  • Strong interpersonal skills with demonstrated ability to influence and motivate others
  • Ability to communicate information and ideas so others will understand
  • Ability to maintain a positive and professional demeanor in challenging circumstances
  • Teamwork skills and ability to influence / lead others
  • Highly organized with the ability to prioritize in a rapidly changing environment
  • Initiative and problem solving skills to pursue issues and take appropriate action
  • Ability to work independently and without close supervision

Region
Europe; Middle East; Africa
Country
Ireland
City
Cork

Specific details

Type of Contract Full time
Preferred Education Bachelor's
Level of Experience 2-5 years

Location

Ireland, Europe
Cork