Lead Customer Service Operations

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Lead Customer Service Operations

Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognised as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognised as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionising the way people monitor their glucose levels with our new sensing technology. 

What You’ll Work On

Drive continuous improvement through implementation and analysis of service quality metrics. Works with internal ADC Customer Service Management team and Customer Service third party vendors to develop and design value-add service quality programs and maintain existing programs. Collaborates with internal departments, as Legal, Risk, and Global Quality teams to analyze information, gain approvals, implement new processes and present out case data.  Acts as a Quality Subject Matter Expert (SME) to make recommendations on most effective and efficient updates to quality policies and processes that are in the best interest of the customer and the Abbott Diabetes Care business. Analyzes data from multiple sources to investigate customer activity and customer claims. Responsible for the implementation, maintenance, and reporting of specified Customer Service quality programs.

• Develop and maintain business relationships with key contact center third party service partners’ quality teams. Ensuring that resources, systems, and processes are adequate and scalable; and that all organizational best practices and contractual requirements are met
• Leads call centers in understanding and successful deployment of quality system requirements
• Creates and maintains quality procedures for customer service functions.
• Identify and investigate Customer Service non-conformances (Abbott and Vendor) and ensure appropriate investigation and corrective action
• Coordinate audit calendar and manage, readiness, timely stakeholder responses, and reporting
• Facilitates regular meetings with internal program owners, internal customer service team members, and third-party vendor.
• Leads weekly calibration sessions with the third-party vendor.
• Ensures all quality assurance documentation was accurate, up-to-date, and accessible for regulatory inspection, achieving over 98% documentation quality in collaboration with BPOs.
• Analyze all compensation requests and provide recommended solutions
• Lead Quality Analyst on voice analytics software
• Delivers engaging, informative, well-organized presentations on behalf of Customer Service.
• Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management

EDUCATION AND EXPERIENCE YOU’LL BRING 

Required 

• Bachelor’s Degree in Communication, Business, Life Sciences preferred, OR 4 years equivalent experience in a Customer Service environment (Call Center or other customer support teams.)
• Additional education may be substituted for experience on a year-for-year basis, when applicable.
• Ability to implement, develop and maintain Quality Programs.
• Good communication and proje