Date:
24-Feb-2014
Location
Guelph, ON, CA
Senior Analyst, Training & Service Quality (13 month contract), McNeil Consumer Healthcare, Guelph, ON-4827140220
Description
Johnson & Johnson Inc. is a member of the Johnson & Johnson Family of Companies, 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 and diagnostics markets. In Canada, Johnson & Johnson Inc. markets innovative consumer products focusing on skin and hair care, baby care, wound care, oral health and women's health as well as a broad range of well-known and trusted over-the-counter products through our McNeil Consumer Healthcare division.
At Johnson & Johnson Inc. our purpose is to "Bring Science to the Art of Healthy Living" by providing Canadians with some of the world's most widely used and trusted brands including; JOHNSON'S ® Baby, NEUTROGENA®, AVEENO® LISTERINE®, BAND-AID® Brand Adhesive Bandages, TYLENOL®, REACTINE®, BENYLIN® , NICORETTE®, NICODERM® and many more. Based in Markham, Ontario, Johnson & Johnson Inc. employs approximately 400 people and is supported by one manufacturing site and one R&D facilities located in Guelph, Ontario.
The Senior Analyst Training & Service Quality is part of the Consumer Care Centre team located in Guelph, ON. The Sr. Analyst creates and delivers training programs and materials for Consumer Care Center third-party outsource vendors; ensures accurate and robust records for all training activities and is responsible for ensuring third party outsource vendor representatives deliver a consumer experience that meets Johnson & Johnson high standards. This includes monitoring consumer satisfaction, data entry accuracy, fulfillment accuracy, and adherence to SOPs and governing regulations.
Responsibilities:
Assists with the design, development, delivery and evaluation of training related to new or updated products (for assigned products related to the Consumer Group of Companies) provided to Consumer Care Center personnel within J&J and at outsourced vendors.
Develops, designs, and delivers consumer service skills training to enable a highly effective consumer experience by third-party outsource vendor employees
Prioritize accordingly and schedules training in concert with third-party outsource vendors
Ensures product knowledge, policy awareness (such as Complaint and Pharmacovigilance), and consumer service skills are developed in the third-party consumer service representative team members
In conjunction with Regional Leader and Manager Training and Development, creates assessment materials to ensure training effectiveness. In addition maintains metrics for management reporting and compliance
Ensures training files are timely and accurate for internal Johnson & Johnson Consumer Care Center colleagues
Implements version/change control of training materials
Works closely with 3rd party personnel to identify periodic and ongoing training requirements
Identifies opportunities to improve training effectiveness
Provides information to internal and external audits and is responsible of accurate maintenance of records
Oversees data quality metrics for assigned portfolio
Serves as a Consumer Care Center subject matter expert of functional process and assigned portfolio of products
Upon request, provides backup coverage and/or support for other CCC personnel (e.g. –Business Team Liaison (BTL), Consumer Relationship Specialist (CRS) on various processes.
Qualifications
Education & Qualifications
Minimum of Bachelor Degree (BA or BSc)
Minimum 5 years of experience in consumer service environment
Experience in Training and Call Center operations; experience with training, development and delivery
Strong written and verbal communication skills and ability to interact with all levels within the organization
Understanding of regulatory policies and guidelines for all classification of assigned product portfolio
Well-developed organizational skills with attention to detail
Competencies
Dynamic, engaging speaker
Excellent written communication skills
Strong analytical skills to identify gaps and solutions to address them
Strong interdependent partnering skills to interact with 3rd parties and all levels of management
BE VITAL in your career; Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.
J2W:LI NA
Primary Location:North America-Canada-Ontario-Guelph
Organization: Johnson & Johnson Inc. (7695)
Job Function: Customer Info
Job Segment: Medical, Curriculum, Pharmacovigilance, Training, Healthcare, Education, Operations, Quality
Description
Johnson & Johnson Inc. is a member of the Johnson & Johnson Family of Companies, 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 and diagnostics markets. In Canada, Johnson & Johnson Inc. markets innovative consumer products focusing on skin and hair care, baby care, wound care, oral health and women's health as well as a broad range of well-known and trusted over-the-counter products through our McNeil Consumer Healthcare division.
At Johnson & Johnson Inc. our purpose is to "Bring Science to the Art of Healthy Living" by providing Canadians with some of the world's most widely used and trusted brands including; JOHNSON'S ® Baby, NEUTROGENA®, AVEENO® LISTERINE®, BAND-AID® Brand Adhesive Bandages, TYLENOL®, REACTINE®, BENYLIN® , NICORETTE®, NICODERM® and many more. Based in Markham, Ontario, Johnson & Johnson Inc. employs approximately 400 people and is supported by one manufacturing site and one R&D facilities located in Guelph, Ontario.
The Senior Analyst Training & Service Quality is part of the Consumer Care Centre team located in Guelph, ON. The Sr. Analyst creates and delivers training programs and materials for Consumer Care Center third-party outsource vendors; ensures accurate and robust records for all training activities and is responsible for ensuring third party outsource vendor representatives deliver a consumer experience that meets Johnson & Johnson high standards. This includes monitoring consumer satisfaction, data entry accuracy, fulfillment accuracy, and adherence to SOPs and governing regulations.
Responsibilities:
Assists with the design, development, delivery and evaluation of training related to new or updated products (for assigned products related to the Consumer Group of Companies) provided to Consumer Care Center personnel within J&J and at outsourced vendors.
Develops, designs, and delivers consumer service skills training to enable a highly effective consumer experience by third-party outsource vendor employees
Prioritize accordingly and schedules training in concert with third-party outsource vendors
Ensures product knowledge, policy awareness (such as Complaint and Pharmacovigilance), and consumer service skills are developed in the third-party consumer service representative team members
In conjunction with Regional Leader and Manager Training and Development, creates assessment materials to ensure training effectiveness. In addition maintains metrics for management reporting and compliance
Ensures training files are timely and accurate for internal Johnson & Johnson Consumer Care Center colleagues
Implements version/change control of training materials
Works closely with 3rd party personnel to identify periodic and ongoing training requirements
Identifies opportunities to improve training effectiveness
Provides information to internal and external audits and is responsible of accurate maintenance of records
Oversees data quality metrics for assigned portfolio
Serves as a Consumer Care Center subject matter expert of functional process and assigned portfolio of products
Upon request, provides backup coverage and/or support for other CCC personnel (e.g. –Business Team Liaison (BTL), Consumer Relationship Specialist (CRS) on various processes.
Qualifications
Education & Qualifications
Minimum of Bachelor Degree (BA or BSc)
Minimum 5 years of experience in consumer service environment
Experience in Training and Call Center operations; experience with training, development and delivery
Strong written and verbal communication skills and ability to interact with all levels within the organization
Understanding of regulatory policies and guidelines for all classification of assigned product portfolio
Well-developed organizational skills with attention to detail
Competencies
Dynamic, engaging speaker
Excellent written communication skills
Strong analytical skills to identify gaps and solutions to address them
Strong interdependent partnering skills to interact with 3rd parties and all levels of management
BE VITAL in your career; Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.
J2W:LI NA
Primary Location:North America-Canada-Ontario-Guelph
Organization: Johnson & Johnson Inc. (7695)
Job Function: Customer Info
Job Segment: Medical, Curriculum, Pharmacovigilance, Training, Healthcare, Education, Operations, Quality
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