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Analyst – Quality Services
Job Id 283072
Location Bangalore, Karnataka, India
Job Type Full-time
Title: Analyst – Quality Services
Location: Bangalore – Electronic City
Description:
Responsibilities: Change notification and Letter Writing
Role:
The Customer Notification Support Expert role involves monitoring and promptly addressing requests related to both Field Corrective Actions (FCA) and Change Notifications (CN).
The individual will manage time-sensitive FCA requests and ensure that all necessary information is provided by FCA initiators according to our global requirements. Responsibilities include preparing FCA letters and supporting documentation in the CCNS workflow database, scheduling their distribution to customers, and documenting evidence of postal sending. The candidate will also escalate technical issues related to CCNS to our database experts and report any deviations or critical cases to the manager.
In addition, the role requires managing CN requests for our global life science sites. This includes assessing records to determine the need for customer notifications based on documented requirements and preparing customer notification records in our customer notification database. The candidate will schedule and manage the distribution of CN letters and manage any customer-related inquiries pertaining to the change.
Skills/Competencies for Role:
- Strong self-organization and attention to detail.
- Ability to manage time-sensitive tasks efficiently.
- Professional communication skills via email with global teams
- Flexibility and interest in exploring related topics.
Key Workflows and Tools:
- Ensure queries are handled within agreed timelines for acknowledgment, follow-up, and case closure.
- Conduct internal quality checks and maintain performance tracking metrics and SOPs.
- Proficient in using tools like M-Clarity, understanding MQ markers, attributes, and the export function.
- Manage customer inquiries in SFDC, adhering to best practices and understanding case routing rules.
- Familiarity with CCNS for managing and identifying change control agreements and related information.
- Ability to identify errors and inconsistencies, ensuring high-quality output in customer queries and internal processes.
- Regularly share knowledge with teammates
- As required, participate in support strategic projects.
Cooperation:
Internally:
Cooperation with different LS teams, including Customer excellence, Regulatory Affairs and Hazard communications, Regulatory Management, Quality Operations and Site quality, Product Managers, Audit team, Intra QS sub teams.
Externally:
Limited or no direct interaction with External customers.
BASIC QUALIFICATION:
- Science degree: Biology, Chemistry, Engineering, or related Scientific discipline
- Advanced English skills
- Work experience in a quality-related field, e.g. QA/QA or related.
- Computer skills including experience with MS Office
- Reliable, flexible, and able to work independently.
- Task and detail oriented
- Team player
PREFERRED QUALIFICATION:
- Optional: Previous experience in working with customers, e.g. customer support or related field
- Computer skills including experience with MS Excel and maybe database software.
- Ability to interact in a global team, in a matrixed organization.
- Analytical and problem-solving skills
- Mindset and skills for continuous improvement initiatives.
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