Business Intelligence Analyst

Johnson & Johnson is currently recruiting for a Business Intelligence Analyst (New Consumer Health Company). This position will be located in São Paulo, Brazil, or Bogota, Columbia.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people.

With $82.1 billion in 2020 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues.
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The Business Intelligence Analyst is responsible for delivering and/or facilitating customer service training and documentation processes across the LATAM Customer Service organization. This individual will identify gaps in organizational skills and training requirements, and evaluate customer service resource order management performance based on interaction with customers.

They will be responsible for monitoring customer service order management activities including call quality and generating new ideas and strategies in order to improve customer experience.

**Roles and Responsibilities**:

- Provides support and instructional design for the development of materials for orientation, technical training, operational support, and documentation
- Assists in administration of tests/training requirements for participants
- Assists in the construction and updates, interpretation, and explanation of documents such as technical data, safety rules, operating and maintenance instructions, and procedure manuals
- Training administration in Learning Management System (LMS), supporting the creation, assignments, and follow-up of curriculums and learning objects to develop solutions for the operation
- Support quality and compliance in quality management systems (QMS) actions deployment
- Develop a plan to structure internal documentation, update training, and documentation matrix used to guide customer service specialist interactions and training
- Ensure documentation is accessible in the document repository and easily available to appropriate users
- Monitors and evaluates the quality of customer service transactional work measured against timeliness, accuracy, and productivity standards
- Acts as the voice of the customer - ensuring our customers’ needs are present in every discussion and project
- Provide information to assist in the employee feedback process and assessment of training programs
- Provide input to enhance Quality Monitoring evaluation and feedback processes
- Assure regular and consistent calibrations across customer service transactions
- Works with business teams to understand current challenges and goals, and align with (customer experience) CX strategy and objectives

**Qualifications** Position Requirements**:

- University/Bachelor’s Degree or equivalent
- 2-3 years of relevant experience
- Cross-Functional Experience (internal and external to the Customer Service Organization)
- Technical skills: MS Office, SAP
- Professional skills: Ability to make quick decisions
- Perform efficiently and effectively
- Ability to deal with multiple sources of information
- Demonstrate proficiency in written and oral communications

**Preferred Requirements**:

- Bilingual: Spanish, English, and Portuguese

**Primary Location**
Brazil-São Paulo-São José dos Campos-Rod.Presidente Dutra, Km 154

**Other Locations**
Latin America-Colombia-Distrito Capital de Bogotá-Bogotá

**Organization**
J&J do Brasil Indústria e Comércio de Produtos para Saúde Ltda. (7600)

**Job Function**
Operations

**Requisition ID**
2206078697W