Analyst - Quality Services

• The Customer Notification Support Expert role involves monitoring and promptly addressing requests related to both Field Corrective Actions (FCA) and Change Notifications (CN)
• The individual will manage time sensitive FCA requests and ensure that all necessary information is provided by FCA initiators according to our global requirements
• Responsibilities include preparing FCA letters and supporting documentation in the CCNS workflow database, scheduling their distribution to customers, and documenting evidence of postal sending
• The candidate will also escalate technical issues related to CCNS to our database experts and report any deviations or critical cases to the manager
• In addition, the role requires managing CN requests for our global life science sites
• This includes assessing records to determine the need for customer notifications based on documented requirements and preparing customer notification records in our customer notification database
• The candidate will schedule and manage the distribution of CN letters and manage any customer-related inquiries pertaining to the change
• Skills/Competencies for Role: Strong self-organization and attention to detail
• Ability to manage time-sensitive tasks efficiently
• Professional communication skills via email with global teamsFlexibility and interest in exploring related topics
• Key Workflows and Tools:Ensure queries are handled within agreed timelines for acknowledgment, follow-up, and case closure
• Conduct internal quality checks and maintain performance tracking metrics and SOPs
• Proficient in using tools like M-Clarity, understanding MQ markers, attributes, and the export function
• Manage customer inquiries in SFDC, adhering to best practices and understanding case routing rules
• Familiarity with CCNS for managing and identifying change control agreements and related information
• Ability to identify errors and inconsistencies, ensuring high-quality output in customer queries and internal processes
• Regularly share knowledge with teammatesAs required, participate in support strategic projects
• Cooperation : Internally: Cooperation with different LS teams, including Customer excellence,Regulatory Affairs and Hazard communications, Regulatory Management, Quality Operations and Site quality, Product Managers, Audit team, Intra QS sub teams
• Externally:Limited or no direct interaction with External customers

BASIC QUALIFICATION:Science degree: Biology, Chemistry, Engineering, or related Scientific disciplineAdvanced English skillsWork experience in a quality-related field, e.g. QA/QA or related.Computer skills including experience with MS OfficeReliable, flexible, and able to work independently.Task and detail orientedTeam player

PREFERRED QUALIFICATION:Optional: Previous experience in working with customers, e.g. customer support or related fieldComputer skills including experience with MS Excel and maybe database software.Ability to interact in a global team, in a matrixed organization.Analytical and problem-solving skillsMindset and skills for continuous improvement initiatives.