Quality and Compliance Specialist

For one of our Clients - an international company from the pharmaceutical sector - we are looking for a Quality and Compliance Specialist who speaks English on an advanced level (mandatory) and speaks German as well (preferably).

The success of the company is built on innovation, curiosity and diversity - multiplied by 80,000 professionals in 150 countries. As one of the world's leading research focused healthcare groups, we're constantly learning and growing - and seeking people who have those same goals for themselves.

The Call Center, located in Sant Cugat del Vallés, Barcelona, will be a group of professionals for our clients which includes individuals with chronic diseases, health care professionals and pharmacies.

In Customer Services, we work towards our Diabetes Care Vision and contribute to our commercial success by
supporting our customers and partners, promoting and selling products, digital solutions, services as well
as enabling behavioural change.

We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.
The Product & Digital Solutions Support (PDSS) team is run by a diverse, multicultural and passionate group of people who work every day hard to provide the best support needed to people with diabetes, retailers and healthcare professionals from 15 countries in Europe.

In Service Management, we are the backbone of Customer Services Europe, providing the unit with the
right impulses and tools. As a business partner and a control tower, we ensure regulatory requirements and
compliance and keep the business running. Our team is proactive, consultative & target-oriented,
recognizing tomorrow's needs & driving their implementation with a strong focus on our values.

During your day-to-day:

-You will implement and follow-up on measures, sometimes in cooperation with other departments, in order
to continuously maintain or optimize the service quality in the processing and documentation of customer concerns.

-You will maintain and develop the knowledge database for customer services on an ongoing basis in all topics related to quality monitoring and GDPR.

-You will act as a contact person and expert on interfaces with regard to service quality and GDPR topics proactively and in an advisory capacity and contributes to increasing service quality by participating in or managing projects and initiatives.
-You will be the mainresponsible for auditing and analyzing the quality levels of the calls and cases performed by
the advisors.

-You will design and continue improvement of call monitoring formats and quality standards.

-You will work in close collaboration with the PRI Escalation & Service Quality Specialists to ensure an end-to-end
quality in the complaint handling process and continuous optimization

-You will complete quality projects designed to measure business compliance with certain regulatory requirements as needed.

-You will be in the role of functional compliance officer (FCO), data protection delegate (DD) and COREMAP
contact person through their advice, support and coordination, the necessary implementations within Customer Services Europe are implemented in accordance with the guidelines.

-In the case of announced audits (global, external, internal) within Customer Services Europe, all
necessary documents and information are adequately available through their coordination and
preparationImplements and follow-up on measures, sometimes in cooperation with other departments, in order
to continuously maintain or optimize the service quality in the processing and documentation of
customer concerns.

You are the person we are looking for if:

-You have minimum 2 years of experience in business administration or quality assurance, auditor or in
training area, preferably in a contact center
- You posess Language skills:
o A fluent command of English, German would be a plus
o A good knowledge of any other European language will be very valuable
- You have experience with digital solutions and healthcare industry in a contact centre desired
-You are a postgraduate and/or Master’s degree in for example Business administration, marketing, sales or
sales skills, and/or Coaching desired
- You have excellent listening and communication skills
- You have excellent IT navigation skills – Fast learner in new technologies
- You have profound knowledge of audit related topics, legal regulations regarding data protection and
guidelines in a medical regulated environment is a plus
- You have Multi-tasking, agile skills and flexible to adapt to changes