AddressIT Help Desk Lead - Quality Analyst
Date: Mar 5, 2024
Location: Bangalore, India, 560064
Company: Teva Pharmaceuticals
Job Id: 51316
Who we are
Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.
How you’ll spend your day
- Own and drive the Quality Call Process (call monitoring) and ensure feedback is being given to agents.
- Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given to agents.
- Improve the quality of the process by implementing Defect Prevention methodologies, identifying wastes and driving process improvement actions.
- Initiate changes in procedures to continually improve performance.
- Regularly present to team and management team on Quality Improvements.
- Participate in Team huddles to discuss the individual and team performance.
- Conduct Calibration Sessions with the Ops team.
Your experience and qualifications
- 2 to 3+ years' experience as a Quality Analyst / Coach; minimum service desk experience of 7+ years
- Worked as part of 7/24/265 global operations teams
- Data Analysis skills and capability
- Feedback & Coaching skills
- Team Leadership skills, Interpersonal Relationship skills, Decision making skills
- Strong communication (verbal and written) skills
- Good presentation skill(s); well versed with MS-PowerPoint and MS-Excel
Reports To
Director IT Operations
Already Working @TEVA?
If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site
The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.
Teva’s Equal Employment Opportunity Commitment
Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.
