Lilly Quality and Customer Experience Specialist in Cork, Ireland
Type of Employment:
Full-Time Employment - FTE
This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description. Consult with your supervision regarding your actual job responsibilities and any related duties that may be required for the position. Quality Technical Expertise Liaise with business partners, including Product Quality and Medicines Quality Organization to understand quality requirements and make decisions for business function accordingly.Serve as a quality expert to evaluate and drive improvements in the quality of request handling and customer responses.Owns and tracks quality deliverables to closure Assists with writing and investigation of DeviationsActs as a primary contact for documenting and updating quality reports and trackers for quality related tasksMakes decisions independently and suggests alternative solutions if necessaryProvides ownership in records retention and management of documentsResponsible for maintenance of Medical Information related procedures and resource tools. Audit/Inspection Readiness Owns and is responsible for conducting the Self-Inspection process for Medical InformationDevelops audit readiness training and awareness initiatives for organization.Provides support in audit/inspection backroom and/or front room including preparation, requests and close-out activitiesDrives the closure and implementation of corrective and preventative actions Customer Experience Oversight of the self-monitoring process to ensure quality standards in request handling.Seeks to implement best practices and drive improvements across teams to deliver exceptional customer experience.Works with Medical Information business leaders to devise plans to increase and harmonize quality of responses through current and new customer channelsSupport cross-functional activities to resolve problems and integrate solutions that translate into service improvements, liaising with the Lead.Determine key processes/procedures for quality controlsWork with Capabilities team and relevant stakeholders to identify areas of risk and ensure that the appropriate measurements and controls are in pace, assessed, evaluated, and actions taken to remove risk and educate staff on quality and compliance whilst enhancing Customer Experience. Create, Promote and Maintain Operational Excellence Provide subject matter expertise for Medical Information Europe Region projects to ensure compliance with procedures and quality standards.Aid in the development of project charters and plans.Know the business and strive to build understanding of the business today and tomorrow; advocate for future state capabilities, processes and tools.Support evaluation and act on the current competitive and regulatory environment.Be solutions oriented. Work very closely with Medical Information members to solve immediate customer problems. Able to use professional judgement to identify underlying issues. Identifies and understand affiliate problems and evolving regulatory requirements.Supporting the Lead in reducing redundancies and inefficiencies within the system and organization by identifying operational best practices and overseeing implementation and utilization.Share most effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.Participate in internal and external educational opportunities relevant to the Medical Information, Quality, Regulatory or Customer Service environment. Attend team meetings regularly.
Bachelor or advanced degree in natural sciences, pharmacy or a related discipline.3+ years pharmaceutical industry experience, preferably in quality, patient safety or regulatory with relevant business experience.Ability to apply regulatory and compliance guidelines to drug information deliveryDemonstrated high-level end-user computer skills (e.g. databases, word processing, tables and graphics, spreadsheets, presentations/PowerPoint and templates) to analyze and present complex information and dataExcellent analytical and problem solving skills; able to translate business issues into tactical implementation and business strategy into delivery.Proactive, analytical and pragmatic approach to problem solving.Use creative and innovative thinking, techniques and tools to business advantageExcellent written and verbal communication skillsExcellent process improvement skills to be able to optimize people, budget and information resources to meet business needsExcellent decision making skillsResource Management skills; able to optimize resources to meet customers’ expectations and organizational efficienciesDemonstrate understanding of evolving technology landscape regarding interaction of HCPs and consumers with medical informationEffective telephone communication and computer skillsExperience with working with databasesAbility to influence others without direct supervisionEffective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.Communicates effectively across our business partners and quality functions
Knowledge of customer center operationsMedical Information Experience
The Quality and Customer Experience Specialist (QCS) plays a vital role in ensuring quality and customer experience for the Medical Information Europe Region. This person serves as a subject matter expert to support quality related activities for Medical Information and acts as a liaison between Quality and Compliance functions across the organization. The Specialist ensures that the quality system delivers the highest level of compliance and rigor for quality information and customer interactions. Ensuring that effective procedures, processes and job aids are in place, he/she is accountable as a quality expert to evaluate and drive improvements in the quality of customer responses and share knowledge accordingly as a specialist. Further responsibilities may be required to support implementation of services, policies, and programs through the Medical Information Europe Region. The Medical Information organization combines scientific knowledge and communication expertise in order to organize and deliver relevant medical communications that are meaningful and relevant to customers, enhance patient care and advance the quality and transparency of Lilly research. Medical information provides answers to unsolicited medical requests external HCP and non-HCP requesters, as well as internal requesters. Answers are created based on professional and scientific expertise, and serve as an essential link between Lilly and external requesters (HCPs or patients, respectively). Careful listening to requester needs and adequate responding to requester inquiries is associated with a positive customer experience.
Region: Europe; Middle East; Africa
Req Id: 50776BR