QA Analyst

**QA ANALYST - CUSTOMER EXPERIENCE**:

- At Johnson & Johnson, the largest healthcare company in the world, we come together with one purpose: to profoundly change the trajectory of health for humanity.- Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.- When You Join Johnson & Johnson, Your Next Move Could Mean Our Next Breakthrough_

Johnson & Johnson is the largest and most broadly-based healthcare company in the world. We’re producing life-changing breakthroughs every day and have been for the last 130 years. The combination of new technologies and your expertise enables amazing things to happen.

Our vision is to be the best in class Health & Wellness organization by leveraging the commercial strategy to deliver competitive advantage and value creation for the consumer, customer and J&J. And as part of one of the largest and most diverse healthcare companies in the world, our brands leverage the company’s world-class research tools and scientific prowess to provide consumers across the globe with innovative consumer medicines, skin, baby and essential health solutions.

We are hiring the best talent for **QA ANALYST - CUSTOMER EXPERIENCE**
to be located in Bogotá, Colombia

**Purpose**

The Quality Monitoring Analyst is responsible for monitoring customer service order management activities including calls and chats quality. Individual will evaluate customer service resource order management performance based on interaction with customers. The Quality Monitoring Analyst will generate new ideas and strategies in order to improve customer´s experience.

**Key Responsibilities**:

- Monitors and evaluates the quality of customer service transactional work measured against timeliness, accuracy, and productivity standards.
- Assess individuals’ ability to meet customer demands and performance metrics including productivity, quality, and adherence.
- Acts as the voice of the customer - ensuring our customers’ needs are present in every discussion and project
- Provide information to assist in employee feedback process and assessment of training programs.
- Collaborate across LATAM Customer Service organization to promote standardized communication and consistency with customer interaction.
- Contribute toward the adherence of policies and procedures to ensure that standards are followed, and customer satisfaction goals are met.
- Provide input to enhance Quality Monitoring evaluation and feedback processes.
- Assure regular and consistent calibrations across Customer Service transactions.
- Identify efficiency gains driven by quality initiatives and training.
- Provide clear, helpful and actionable feedback
- Ensure adherence to procedures for optimal customer satisfaction
- Identify process improvement opportunities, policies or systems based on her/his own experience and customer feedback.
- Works with business teams to understand current challenges and goals, and align with (Customer experience) CX strategy and objectives
- Implementation of CX strategy objectives and a customer-focused culture across the organization
- Leads associate - engagement strategies, including building empathy for the customer across the organization

**Qualifications**

**Qualifications - External**

**QUALIFICATIONS**:
**EDUCATION**:University/Bachelor’s Degree or Equivalent

EXPERIENCE AND SKILLS:
**REQUIRED**:
1-2 years relevant experience
- Technical skills: MS Office, SAP
- Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Demonstrate proficiency in written and oral communications
- Bilingual: Spanish & English (Portuguese preferred)

**Primary Location**
Colombia-Distrito Capital de Bogotá-Bogotá
- **Organization**
Johnson & Johnson de Colombia S.A. (7755)
**Job Function**
General Administration
**Requisition ID**
2206029948W