Job Abstract

Working at Abbott 

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: 

• Career development with an international company where you can grow the career you dream of. 

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO 

• An excellent retirement savings plan with high employer contribution 

• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. 

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.  

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.  

The Opportunity  

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. 

As the Program Manager, Customer Service Quality you will be responsible for implementing and maintaining quality systems compliance with the Customer Service organization and its strategic partners, ensuring compliance with all external and internal requirements (i.e., FDA, ISO, Product Quality, Ethics and Compliance). Ensure services offered are providing an excellent customer experience while achieving compliance and operational KPI requirements. Act as source of superior knowledge on all relevant policies, procedures, and products; both internally and to our strategic partners. Supports Customer Service management on essential business projects.

What You’ll Work On 

• Functions as the subject matter expert for the Customer Service quality program

• Assists call centers in understanding and deployment of quality system requirements/policies

• Interfaces with site quality management and commercial management as required

• Develops and manages projects, deliverables, and timelines

• Aligns projects with CS strategies and removes barriers to project completion

• Prepares and presents project progress reports to management team

• Creates and maintains quality procedures for customer service functions

• Ensure external vendors maintain appropriate quality procedures documentation to support quality processes

• Drive continuous improvement through implementation and analysis of service quality metrics, key performance indicators and metrics

• Identify and investigate Customer Service non-conformance (Abbott and Vendor/Supplier) and ensure appropriate investigation and corrective action

• Functions as the Customer Service SME for supplier, internal and external audits

• Interprets results/recommends options, interprets data

• Draws conclusions and recommends options for next steps

• Applies technical writing skills to produce reports and documents

• Writes independently and critically evaluates the writing of others

• Perform other duties and projects as assigned

This position may travel domestically and internationally

Required Qualifications 

• Bachelor’s degree in Business, technical or related field is required
• Minimum of 5 years prior experience and knowledge of call center, complaint handling and quality processes required
• Minimum 3 years of experience in staff management required
• Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
• Effective written, oral communication and presentation skills necessary
• Proven experience that demonstrated focus on enhancing the customer experience
• Strong organizational and high attention to detail
• Knowledge of project management tools and processes, including MS Office applications
• Ability to work in fast pace, high pressure team environment.
• Ability to manage multiple projects at one time from start to finish.
• Strong interpersonal skills to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results.

Preferred Qualifications 

• Experience in the BPO or Call Center industry (or related field)
• Experience in the training field and with complaint management
• Experience with using call analytical tools and Salesforce
• Prior experience in a medical device or healthcare market in customer-facing roles preferred
• QARA, CAPA, distribution or reimbursement related experience in Medical or regulated industry is preferred

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