Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

POSITION SUMMARY

The Customer Advocacy QA Manager is responsible for leading and managing the quality assurance processes and activities focused on customer advocacy. This role is dedicated to ensuring that the organization delivers exceptional customer experiences by maintaining high standards of quality and continuously improving customer-centric practices. The Customer Advocacy QA Manager will collaborate with cross-functional teams including manufacturing sites to drive customer satisfaction and loyalty.

Key Responsibilities:

• Develop and implement quality assurance strategies, policies, and procedures that align with the organization's customer advocacy goals.

• Streamline the process which involves multiple functions to reduce our response time to customer’s inquiries which are related to mfg site’s QMS

• Define and establish quality metrics, benchmarks, and key performance indicators (KPIs) specifically related to customer satisfaction and advocacy.

• Conduct regular assessments of customer interactions, communication channels, and touchpoints to ensure adherence to quality standards and customer-centric practices.

• Collaborate with customer support teams to gather customer feedback, identify pain points, and implement improvements that enhance the customer experience.

• Work closely with QA team at manufacturing sites to incorporate customer feedback and expectations into improvement of products.

• Lead and manage a team of quality assurance professionals, providing coaching, guidance, and performance feedback to ensure a customer-centric approach.

• Drive continuous improvement initiatives by analyzing customer data, identifying trends, and implementing corrective actions to address quality issues.

• Prepare and present regular reports on customer satisfaction, quality performance, and improvement initiatives to senior management.

Qualifications:

• Bachelor's degree in a relevant field (e.g., Quality Management, Business Administration, Customer Experience) or equivalent work experience.

• Strong knowledge of quality management methodologies, and tools.

• Excellent understanding of customer expectations and the ability to translate them into quality requirements and customer-centric practices.

• Demonstrated leadership abilities, including experience in managing and developing a team.

• Exceptional analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions to enhance customer advocacy.

• Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels.

• Detail-oriented mindset with a focus on accuracy and precision in quality control processes.

• Knowledge of relevant regulatory requirements and industry standards related to customer advocacy. Fluent English communication skill

• Previous supervisory experience required.

Note: This job description is a general outline of the key responsibilities and qualifications of the Customer Advocacy QA Manager role. It is not intended to be exhaustive and may be subject to change based on organizational needs and priorities.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one global team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Apply today! http://jobs.thermofisher.com

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/Reasonable Accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.