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Customer Service QA Professional

2 months ago

Søborg, Denmark Novo Nordisk AS Full time

Are you passionate about quality, business understanding and communication with many stakeholders across the company? Do you want to shape the future of Customer Service in Novo Nordisk for the benefit of our patients across the world? If so, this is a unique opportunity to become QA responsible for a broad area with diverse stakeholders and lots of interfacing processes - apply now

The Position
As a Customer Service QA Professional, you will work with processes related to Customer Service across Novo Nordisk. You will help to create and keep a quality-focused and compliant Customer Service framework that can support Novo Nordisk's continuous growth and focus on patients throughout the entire customer journey. You will have a broad stakeholder landscape, engaging with internal functions from many organizational areas and Customer Service teams from all regions world-wide.

Your key responsibilities will include: 

Providing QA input on designing and implementing compliant Customer Service processes, to meet existing and future business needs (e.g., launch of new products and business models). Advising process managers and stakeholders within Customer Service, to ensure they work in compliance with applicable regulatory and internal requirements, and in alignment with interfacing processes (e.g., Customer Complaints, Global Safety, Digital Health Partnerships). Reviewing and approving corporate documentation (SOPs) and training materials related to Customer Service, with a high focus on content compliance, accuracy, and consistency. Participating in process management activities and process improvement initiatives/projects.  Monitoring the regulatory environment around the processes, and interlinks with others, to identify and document any impact on Customer Service.
 

Moreover, you will be advising relevant areas on the content and requirements of the Quality Management System. In addition to that, you will be supporting the organisation during audits and inspections, and with further work on findings.

Qualifications
The position requires efficient collaboration and communication with stakeholders from across Novo Nordisk. To succeed in this role, you need:

A master’s degree within Management or similar  Experience with Customer Service processes Great communication and stakeholder management skills Excellent command of English Experience with Quality Assurance tasks and knowledge of GxP requirements and/or ISO9000 and ISO13485 would be advantageous
 

On a personal level, you have a quality mindset and high attention to detail. You have the ability and experience to influence others and set direction. You are passionate about process improvements and finding solutions to complex challenges. Flexibility is key to re-prioritize and adapt to change. You are self-driven and structured, with a can-do attitude.

About the Department
Digital Health & Staffs Quality consists of a group of engaged and motived QA Specialists and Project Managers. We are QA-responsible for global Digital Health projects and solutions and act as a Digital Health Quality Competency Center for Novo Nordisk world-wide. Additionally, we are QA-responsible for Novo Nordisk processes within Customer Complaints, Customer Service, and other Staffs areas. We have the QA oversight of these processes and lead various strategic global projects and initiatives within Quality.