BD (Becton, Dickinson and Company) Senior Executive Quality in Gurgaon, India
Job Description Summary
In general this position will be responsible for different aspects of Distribution Quality , complaint handling i.e. preparation of labels , dispatch of complaint samples and its entry into global system, attending customer calls and responding. Initiating proactive measures by partnering with business and other stake holders to enhance customer experience.
Raising non-conformances. Co-coordinating with regional and country team ensure timely closures of Non conformances and complaints as per business need.
The position will also be responsible for Quality Document Management System.
Work as a distribution quality associate and co-ordinate with Distribution centers on QMS related tasks Work on timely update of Labeling work instructions Receive calls and monitor customer service inbox for complaints, feedback received and enter complaint into BD Global system within 2 days. Liaise with the customer & BD field associates in case of missing information and complaint samples as required to record all complaint information in the Complaints database. Draft a customer complaint response letter pertaining to complaints which need attention and have it approved by the relevant parties. Close the complaints to the best satisfaction of the customers within the stipulated time frame. Inform to the relevant BD associates of the customers on the status of complaint and send a copy of customer complaint response letter for information / follow up. To attend Customer Care phone no Maintaining Routine Documentation. Will be working as country complaint co-ordinator for timely dispatch of complaint samples received from customers/sales associates in co-ordination with RCC ( Regional Complaint Coordinators) Implement and follow procedures to ensure timely and accurate receipt, logging, analysis and response to customer complaints. Reviews all Customer complaints for validity and assures complaints are processed in compliance with policies and procedures. Provide training on complaint handling process to new hires and refresher training to existing employees. Exhibit flexibility and adaptability by managing assignments in accordance with project priorities and by altering course of action when and where necessary Remain current in any upgrades to complaint handling systems Contribute to the business-wide quality strategy and quality objectives Monitor and communicate significant quality trends and identifying adequate corrective actions Provide internal awareness of noted trends and quality issues via periodic and ad hoc reports Responsible as a document controller and manage global Document Control System Train associates on Document Control System Undertake and/or support project work as requested by India Quality Head. Support Quality Procedures and Policies as outlined in the Company’s Quality Manual. Including support for internal QA and corporate audits of the system. Adhere to the requirements of the Quality Management System as maintained by BD India.
Graduate /Master’s Degree in Science/Pharmacy /Engineering or Quality
1. Minimum 4-6 years relevant quality assurance/control/compliance experience in the medical device/healthcare industry.
2. Relevant experience in quality systems for complaint management, Distribution Quality and corporate Quality, failure investigation, corrective & preventive action, and document & quality records management.
Manufacturing experience preferred in medical device. Experience in working with cross functional team
Job Competency Requirements:
Comprehensive knowledge of Quality System standards and quality system related regulations including but not limited to ISO 13485. Need to have Customer centric approach Strategic Thinker/Change Agent: High energy, accountable and forward-looking; able to see larger business picture. Persuasive individual with the ability to work at all levels to educate and gain buy-in for Quality programs and initiatives; track record of creating a positive imprint on an evolving business; Effective Trusted Communicator, demonstrated ability to effectively educate and influence other stakeholders of the Quality System and compliance, encouraging ownership of quality vision and strategies. Excellent communication skills. Good knowledge of IT systems i.e. knowledge of using quality applications in ERP systems and other applications. Knowledge and understanding of local regulation
Living the Values
Demonstrate the behaviors that are the foundation for becoming a great Company; great performance, great contribution, great place to work:
We do what is right
We take personal responsibility
We anticipate and address the challenges of patients and customers globally
We innovate and improve continuously
We respect, collaborate, challenge and care about each other
Process Effectiveness – Understands results that must be obtained and establishes efficient plans for self and/or others to achieve them; alert to opportunities to improve existing processes for accomplishing work and pursues them.
Good at figuring out the processes necessary to get things done;
Knows how to organize people and activities;
Understands how to separate and combine tasks into efficient work flow;
Knows what to measure and how to measure it;
Can see opportunities for synergy and integration where others can’t;
Can simplify complex processes; gets more out of fewer resources.
Action Oriented – Is agile and timely in making things happen.
Demonstrates willingness and commitment to work hard;
Not fearful of acting with a minimum of planning;
Seizes more opportunities than others
Takes action when needed.
Drive for Results – Consistently strives to achieve challenging goals and objectives whether individually or through others.
Can be counted on to exceed goals successfully;
Is constantly and consistently a performer who adds value;
Very bottom-line oriented;
Steadfastly pushes self and others for results
Promotes an Inclusive Work Environment – Respects and values the diversity among us and leverages our differences to enhance our performance and working environment.
Customer Focus – Is flexible and nimble in keeping up with customer needs; is on the cutting edge of defining their next level of expectations, and working to exceed them.
Continuous and Versatile Learning – Proactively builds knowledge and skills of self and others, to increase value/contribution to the Company and to ensure personal and professional growth.
Teamwork – Puts into practice values and behaviors that contribute to group effectiveness and performance, and the achievement of team objectives.
Think Differently, Act Differently & Constructively Challenge Status Quo
Share expertise in a positive way
Increase collaboration, more networking & building relationships with internal & external stakeholders
Embrace change and seek continuous improvement
Primary Work Location
IND Gurgaon - Signature Towers B
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.