**About Abbott**
Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.
**W**orking 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 will have access to:
- Career development with an international company where you can grow the career you dream of.
- Medical Insurance, employee association, cafeteria subsidy, among others.
- 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**
Be a quality professional who applies compliance criteria, scientific knowledge, engineering knowledge, statistical, and ingenuity to complete or lead assignments related to a specific technical field or discipline. Provide direction and leadership to Manufacturing Quality Assurance, Manufacturing Quality Improvement and Compliance culture.
Provide Quality support to manufacturing, helping to ensure delivery of the highest quality product to the customer. Provide support to Development /Improvement teams for new or existing products. Ensure that activities are performed and documented per systems and procedure in accordance with Abbott Policies and applicable Quality And Regulatory Requirements.
Able to supervise personnel successfully.
**_ MAIN PURPOSE OF ROLE_**
Assist with QA initiatives including training, call monitoring quality review including analysis of aggregate quality/performance data, maintenance of SOPs as well as creation/updates to training materials based on quality reviews, etc. Assist with project specific or company-wide QA work such as management of employee training documentation audit preparation, document review/editing and filing.
This position will be responsible for validating the accuracy of phone processes worked by the Remote Care Department and identify training needs, including ongoing refresher training and project specific training.
Responsible for conducting formal classroom training delivery, providing on-the-job training (OJT) and post-training support.
The Quality Assurance & Training Specialist regularly provides support to the department manager and occasionally Senior Leadership in order to effectively maintain program operations and goals.
This position may require phone time each month.
**_ MAIN RESPONSIBILITIES_**
- Does the job have direct reports_ No
- Does the job have indirect reports?_ No
- Call monitor inbound and outbound calls, assessing agents' soft skills and compliance standards within Contact Center software
- Report out on weekly, monthly and quarterly analytics including trend analysis
- Define and document training plans, schedules and requirements. Develop and revise training and instructional materials for classroom use, ad-hoc and/or self-administered training. Provide ongoing and refresher training as required
- This position may require phone time each month.
- Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
- Serves as a procedural expert to support the Remote Care team. Acts as a knowledge source for team members to escalate problem solving and/or issues. Creates and makes proposals for change to management for consideration and adoption. Follow-up on open topics, may lead implementation.
**_ QUALIFICATIONS_**
**_ Education_**
High school degree
Preferred education on Business administration, engineering and others
**_ Experience/Background_**
- +2 years_
- Quality assurance/ call monitoring experience in a call center environment
- Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook
- This position is office based
- Language Proficiency_
- Fully Bilingual (English and Spanish) / Required _
- Preferred Qualifications & Education_
- _ Experience in the biotech, bio-instruments or medical devices industries _
- Shift : Administrative_
