Analyst Customer Quality

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at

Job Function
Quality

Job Sub Function
Customer/Commercial Quality

Job Category
Professional

All Job Posting Locations:
Bogotá, Distrito Capital, Colombia

Job Description
Overall purpose of job:

• The Customer Service -Regional - Customer Experience QM Specialist is responsible for monitoring customer service order management activities including call 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.

Essential Duties And Responsibilities

• Prepare and organize documentation for audits, ensuring accuracy, completeness, and compliance with internal and external standards.
• Create, maintain, and control operational documents with a strong focus on quality and continuousimprovement.
• Monitor and evaluate the quality of operational and customer service transactions, measuring performance against timeliness, accuracy, and productivity standards.
• Assess team members' ability to meet performance metrics, including productivity, quality, and adherence to established procedures.
• Act as the voice of the customer, ensuring customer needs and expectations are represented in every process and project.
• Provide insights for employee feedback and training program assessments, supporting skill development and quality improvement.
• Collaborate across LATAM Customer Service teams to promote standardized communication and consistency in customer interactions.
• Ensure adherence to policies and procedures, maintaining compliance and achieving customer satisfaction goals.
• Contribute to the enhancement of Quality Monitoring processes, including evaluation and feedback mechanisms.
• Lead regular calibration sessions to ensure consistency in quality evaluations across transactions.
• Identify opportunities for efficiency and process improvement driven by quality initiatives and training.
• Deliver clear, actionable feedback to improve individual and team performance.
• Support the implementation of Customer Experience (CX) strategies, fostering a customer-focused culture throughout the organization.
• Work with business teams to align quality initiatives with organizational goals and CX objectives.
• Promote associated engagement strategies, building empathy for the customer and reinforcing quality standards.

Job Requirements

• University/bachelor's degree or Equivalent
• 1–2 years of relevant experience in audits or quality processes
• Trilingual: Spanish, English and Portuguese required

Essential Knowledge And Skills

• Technical skills: MS Office, SAP
• Office skills: Standard office telephone, Email, Outlook
• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Demonstrate proficiency in written and oral communications

Other Features Of The Job

• Function-wide Initiative(s)
• Cross-Functional Experience (internal & external to the Customer Service Organization)
• Cross- Sector Exposure/Experience
• Enterprise-wide or sector-wide JJCS Initiative(s)
• Exposure/Experience in functions external to Customer Service Organization (internal & external to J&J)
• Project Management Experience
• Regional/ Global Experience
• People Development

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.

At Johnson & Johnson, we all belong.

Required Skills
Audit Documentation, Customer Service, English Language, Portuguese Language, Quality Process Improvement

Preferred Skills
Audit Preparations, Cross-Functional Collaboration, Customer Empathy, Customer Service Administration, Microsoft Office, Quality Control Reviews, Quality Evaluation, Quality Validation, Regulatory Compliance