J&J Family of Companies Quality Monitoring Specialist in Czech Republic
Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.”
There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.
The Quality Monitoring Specialist will support the development of call quality performance metrics of the Customer Service organization. They will support Quality Monitoring staff and work closely with the Training and Workforce Management Managers.
Support the implement of quality programs to monitor customer interactions and work with training to design training programs to correct quality issues.
Maintain open channels of communication across Customer Service organization to drive quality customer service.
Enhance Quality Monitoring evaluation and feedback processes.
Assure regular and consistent calibrations across Customer Service transactions.
Review and analyze reports to assess individual performance including productivity, quality
University/Bachelor’s Degree or equivalent
Fluent in English, both written and spoken
6-8 years of relevant experience
Technical skills: MS Office, SAP
Ability to make quick decisions
Demonstrated proficiency in written and oral communications
A challenging and interesting job in one of the biggest global healthcare companies
Extensive long-term opportunities for personal and professional development
Healthy and active work environment
Competitive salary based on experience and comprehensive benefits package:
5 weeks of vacation, Home office, Flexible working hours, Sickdays, Notebook
Meal vouchers, Flexi Passes, Referral Award, Life and accident insurance, MultiSport Card
Contribution for: Prague public transportation, language study, illness leave, Pension contribution,
Refreshment in the workplace, Free sport activities, Corporate events
The benefits are regulated by internal policy which contains the full details regarding the entitlement and conditions for the benefits.
JNJ Global Business Servi (7761)