Quality Management Specialist (Chuyên Viên Quản Lý Chất Lượng & Call Center)CTY TNHH Sysmex Việt Nam
Nơi làm việc: Hồ Chí Minh
Ngành nghề: Quản trị kinh doanh, Tư vấn/ Chăm sóc khách hàng, Thư ký - Trợ lý, Hành chính - Văn phòng, Kinh doanh, Bán hàng, Dịch vụ
Thu nhập: Thương lượng
Hình thức: Toàn thời gian
Ngày đăng: 11/12/2024
Hạn nộp: 03/01/2025
Mô tả công việc
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.
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.
Yêu cầu
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
• 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
Quyền lợi
Thưởng
Allowance of: Transportation
Chăm sóc sức khoẻ
Attractive Salary
Khác
To enjoy the full benefits stipulated in the labor agreement and labor law.
Allowance of: Transportation
Chăm sóc sức khoẻ
Attractive Salary
Khác
To enjoy the full benefits stipulated in the labor agreement and labor law.
Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Hành Chính Văn Phòng > Trợ Lý Kinh Doanh
KỸ NĂNG
Healthcare Industry, ISO 9001, Quality Assurance, Quality Management, Sales Support
LĨNH VỰC
Dịch vụ Y tế/Chăm sóc sức khỏe
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
2
QUỐC TỊCH
Không hiển thị
Xem thêm
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Hành Chính Văn Phòng > Trợ Lý Kinh Doanh
KỸ NĂNG
Healthcare Industry, ISO 9001, Quality Assurance, Quality Management, Sales Support
LĨNH VỰC
Dịch vụ Y tế/Chăm sóc sức khỏe
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
2
QUỐC TỊCH
Không hiển thị
Xem thêm
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Vị trí Quality Management Specialist (Chuyên Viên Quản Lý Chất Lượng & Call Center) do công ty CTY TNHH Sysmex Việt Nam tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thương lượng, tìm thêm việc làm về Quality Management Specialist (Chuyên Viên Quản Lý Chất Lượng & Call Center) hoặc công ty CTY TNHH Sysmex Việt Nam ở các link phía trên
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