Training & Quality Specialist Diabetes - Dutch, German & English
Vast contract, onbepaalde tijd
Training & Quality Specialist Diabetes - Dutch, German & EnglishMedtronicHeerlenNL2021-02-24
About Medtronic Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be. We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives.Help us shape the future.
Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 86,000 people worldwide, serving physicians, hospitals and patients in over 155 countries.
Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your own career. Join us in our commitment to take healthcare Further, Together.
A Day in the Life With direction from the Operations Manager and Supervisors specify training plans and materials for existing and new staff within the WeCare Team: • Product Support Specialist; • StartRight Specialist; • Opportunity Management Rep. and CS Rep (basic product training); • 24h helpline staff > outsource partner.
• Deliver consistent and ongoing training: covering product, contact handling and administrative processess, system usage and service quality training; • Maintain online training platform, ensure all training documentation is completed in time; • Being systems specialist in CRM and SAP system, working with the Optimice team to align system processes and procedures both locally and across Europe; • Map, maintain & optimize current processes for the Product support team to ensure best practices; • Support the Hub Manger and Supervisor in handling customer escalations via phone and email.
To Step up/stand in Supervisor absence by: • Delivering daily briefings (Grade of Service huddle); • Managing changes required to shift patterns or staffing, ensuring grade of service and operational efficiency is not disrupted; • ‘Walking the floor’, supporting all team members in dealing with immediate customer, system and process issues, or question arising;
To maintain quality monitoring and reporting to track: A.) Compliance and consistency in contact handling and resolution procedures (in line with quality and service standards set centrally); B.) Compliance and consistency in data capture and CRM logging.
• Carry out quality monitoring to cover a defined sample of contacts and advisors weekly; • Use the quality data and learnings on individual performance to prepare and deliver weekly one-to-one coaching with staff; • Report performance vs quality standards to the WeCare Supervisor on a weekly basis, and advise on who qualifies for agreed rewards/incentives based on performance; • Increase Transactional NPS scores by providing input and feedback to the agents and Supervisors; • Participate in the bi-weekly EMEA TQM meeting, ensure observed or proposed best practices are communicated at regional level and help drive adoption of them across hubs; • Participate in the New Hire Training trainer pool; • Involvement in Field actions/Notifications for Diabetes.
Must Haves • Minimum of 1-2-year experience of planning and delivering training in a comparable customer support function, covering contact handling procedures, product and system usage (providing training face to face or remotely); • Experience of setting up and carrying out effective quality monitoring and reporting processes in a contact center or helpline environment; • Experience in training of employees responding to customers via new technologies (Chatbot, Facebook etc.); • Proven effectiveness in planning, coordinating with and reporting activities to Operations Head • Able to demonstrate impact and success achieved as a trainer in measurably improving performance and compliance to target operating and/or service standards; • Proven communication, listening and motivational skills – must be an effective coach at the frontline advisor level; • Flexible, prepared in the short-term to take on occasional travel to other WeCare hubs to deliver point training in English language where needed; • Fluent in Dutch, German and English.
Nice to Haves • Experience of providing training in a customer support or helpline function within a medical equipment/services or high-tech business; • Experience in extracting key learnings from training and quality work, turning them into recommendations on best practice, and communicating up to central or regional management; • A recognized, relevant professional training qualification, certification or accreditation.
Key measures & expecetd results: • All new staff fully trained and 100% operational in role within 10 weeks after joining; • Continuous improvement in staff’s product knowledge and technical/CRM capability; • Maximized and consistent % compliance to contact handling procedures and quality standards; • Improvement in first-time resolution rates and customer satisfaction scores; • Longer-term, reduction in volume of inbound calls per customer.
Careers that Change Lives To deliver induction and ongoing training for the Diabetes Product Support, StartRight team and extended teams as needed, located in Heerlen and Meerbush (Germany), and ensure all training is timely and comprehensive.
The role will require set up of quality monitoring on a weekly basis and using the data and learnings primarily to optimize staff performance through coaching. Call and Quality Monitoring should be done for the following languages: Dutch and German.
Secondarily, insights and learnings gathered on customer needs and most common reasons for contact will be fed by the Training & Quality Specialist to Central CE management, to drive improvements in customer on-boarding, web content, and customer experience at key touchpoints.
The role will be based in Heerlen and report to the WeCare Operations Manager. He/she will work with the WeCare Supervisors to agree training objectives and plans and to report on quality/compliance performance. The Training & Quality Specialist will also co-ordinate with Central management to ensure quality is being assessed to the standards defined for service excellence and customer experience, and that key learnings on customer needs and best practice are shared at regional level.
The role will be expected to undertake travel to the WeCare hub in Meerbusch, Germany. This role is for a minimum of 0.9 FTE.
We Offer In our 5th Tenet of our Mission we recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. Also a competitive package is of course part of that. We offer a competitive salary and benefits package to all our employees: • Flexible working environment; • Annual Incentive Plan % depending on company results; • Pension scheme and group discount on healthcare insurances • Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract • Employee Assistance Program and Recognize! (our global recognition program)