Quality Service Analyst

Job Tittle : Quality Service Analyst

Quality Services Analyst (Contract) – Responsibilities, Customer Inquiry and Knowledge Services:

The Quality Services team (LS-QR-S) is the face to customer and dedicated to solving customer problems by providing support for inquiries and knowledge management, strategic accounts, customer agreements, and process development. LS-BER-Q, extended part of global Quality Services (LS-QR-S) team, supports the various functions internally. This position will support the life science Quality Services team (Customer Inquiry and Knowledge Services) and is responsible for answering customer inquiries related to quality and regulatory topics, maintain training documents, review data extracts, analyse reports from the database and support and drive projects for process and systems improvements.

PURPOSE OF THE POSITION:

The key deliverables would be,

• Handle/Answer various types of customer inquiries (transactional and non-transactional) related to quality and regulatory topics submitted by Customer Excellence (in SFDC) for a defined business product portfolio. Ensure that queries are cleared as per agreed timelines (SFDC best practices) and are aligned with M-ClarityTM rules and deliverables.

• Maintain, update and/or create ASK pages under journalist responsibility (basic to moderate complexity) and maintain related networking activities with respective stakeholder.

• Author MANGO document for the Audit purposes.

• Able to use various transaction codes in relevant ERP systems to answer customer inquiries, (e.g. SAP P16, P24, PRE, PRD, PRP). Example t-codes (not limited to): YMB1, CS03, ME1M, VF03, MSC3N, MM03, ZMSDS, CS03, BMBC, CG02, CG50.

• Access EMPROVE® Suite to retrieve correct product dossiers to support related customer requests.

• Basic user knowledge on e.g. My Pronet, Product Contact Locator, BOXI, e-OMT Tool, Palantir, …

Co operation

Internally Externally

Cooperation with different LS teams, including Customer excellence, Regulatory Affairs and Hazard communications, Regulatory Management, IT, Quality Operations and Site quality, Product Managers, Audit team, Intra QS sub teams. Limited or No direct interaction with External customers

BASIC QUALIFICATION:

• Science degree: Biology, Chemistry, Engineering, or related scientific discipline preferred

• Advanced English skills

• Reliable, flexible, and able to work independently

• Task and detail oriented

• Computer skills including experience with MS Office software (e.g. Word, Excel, MS Teams, Outlook)

• Team player

PREFERRED QUALIFICATION:

• Computer skills including experience with MS Office applications and maybe database software

• Ability to interact in a global team, in a matrixed organization

• Analytical and problem-solving skills

• Mindset and skills for continuous improvement initiatives