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 115,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION:
About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and 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.
- Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
- An excellent retirement savings plan with 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 recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our Alameda, CA location in the Diabetes Care division where 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 revolutionizing the way people monitor their glucose levels with our new sensing technology.
As the Manager, Global Customer Experience Quality Assurance you will oversee customer experience quality, analytics, and develop best in class customer experience standards across multiple customer touchpoints as part of the Global Commercial team while meeting quality standards and regulations.
What You’ll Work On
- Evaluate customer experience and customer service operation improvement opportunities, prepare business cases, and gain alignment from key stakeholders and service leadership on chosen option for managing key experience objectives
- Aid in the development of the Customer Experience Strategy by working closely with Customer Service and Quality Assurance leadership teams to set a vision for customer success and create seamless omnichannel experience to deliver higher customer satisfaction
- Update CX QA plan & road map that prioritizes projects/initiatives that need to be executed with alignment with business objectives
- Identify industry trends and bring the best practice to the customer experience organization
- Anticipate and understand key challenges and opportunities within customer service, identify the root causes and develop plan to address with the customer service leadership team
- Interact with executive level management, customers, and suppliers
- Work cross-functionally to address customer experience challenges and opportunities
- Improve process in which customer feedback is analyzed to help drive service delivery enhancement and improve efficiency
- Provide feedback and inputs to global customer experience managers by facilitating experience sharing / exchange across the globe
- Coordinate across functional areas, business units, and/or geographies to achieve the company or area goals
Note: This job description describes the principal and main elements of the job. It is a guide to the nature and main duties of the job as they currently exist but is not intended as a wholly comprehensive or permanent representation.
Required Qualifications
- Bachelors Degree in Life Sciences, Medical Technology, Engineering or related fields.
- Technical product expertise across a wide variety of diagnostic products and delivery platforms.
- Knowledge and direct experience in managing operations directly impacted by Quality Systems, cGMP requirements and high-level FDA scrutiny.
- Call Center operations knowledge and expertise, including understanding of technology systems for mission critical operations (phone system); awareness and effective utilization of critical call center metrics and their interrelationships in balancing productivity and call quality; call flows, hand-offs and call handling processes and techniques; and knowledge and experience with evolving call center technologies to optimize operations and improve service levels.
Preferred Qualifications
- Technical call center expertise is highly desirable.
Apply Now
- Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
$104,300.00 – $208,500.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
ADC Diabetes Care
LOCATION:
United States > Alameda : 1360-1380 South Loop Road
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes, 15 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf
Read Full Description