Senior Training & Quality Specialist

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose of the Role:

An effective quality and training process is necessary to ensure that personnel who plan, implement, and assess programs have the skills needed to perform their responsibilities. To implement the quality & training process can:

• help institutionalize quality system requirements through learning
• provide guidance on how to comply with quality system policies and requirements
• enhance individual performance by developing proficiencies in the use of QA and quality control (QC) tools and related technical skills, standardize quality systems policy throughout an organization

What You’ll Do : 

• Manage the global/local quality and training function for Patient Care Program. 
• Facilitate new comer on-boarding training, program related training sessions for all Patient Care personnel, face to face or virtually.
• Support all types of internal and external audits.
• Review call recordings, e-mails, live chats and other communication of the program consultant /administrator both - Outreach & Contact Center and provide feedback as well as suggest improvements in positioning programs more effectively.
• Conduct role-plays and mock calls with program consultant /administrator and to support them in enhancing their program communication strategy.  
• Facilitate process training sessions on vital elements such as CRM (Customer Relationship Management Software) and Telephony System (Voice Over Internet Protocol Platform), Line OA to name a couple.
• Work with the Managers - Outreach & Contact Center, in preparing the training calendar, post conducting the training needs analysis.
• Conduct communication skills and motivational talk sessions for the program consultant /administrator both - Outreach & Contact Center.
• Gather quantitative and qualitative feedback from the program consultant /administrator for both - Outreach & Contact Center post each training session. 
• Analyze data and tracking the effectiveness of the training interventions with respect to key business metrics and furnishing regular reports on this to the Operation Manager.
• Work together with the Operation Manager and Assistant Managers for both - Outreach & Contact Center, mentoring and guiding the team to greater success, in terms of enrolments, productivity and efficiency.
• Monitor the performance of each program consultant /administrator for both - Outreach & Contact Center, post the training sessions, and track critical elements for each program which indicated items list in the KPI.
• Work on constant improvements in the training process and create robust data analytics frameworks so as to effectively measure, quantify and analyze every step of the training process so as to positively impact the performance / productivity of each member of the team.
• Collaborate seamlessly with key stakeholders including but not limit to Regional Operations Manager, Local Operations Manager and Assistant Managers for both - Outreach & Contact Center, Medical Governance and the Medical Marketing team, Business Development and ZP HR Training Manager, ZP QA Manager, etc.  
• Prepare and deliver presentations on a periodic basis before the key stakeholders providing them with updates on the training interventions and the tangible results achieved therefrom.
• Any other duties as assigned by the direct report manager.
• Develops and maintains all operational procedures and SOPs under Patient Care Patient Care services.
• Program adverse event (AE) report.
• Manage CAPA/ Incident reporting.
• Maintain training record and quality incident log.
• Additional Responsibilities:
  • Proactively and continuously review of our services in partnership with key stakeholders.
  • Ensure quality, service, medical governance standards are upheld.
  • Service levels and targets are achieved, making real time changes if any shortfall is discovered.
  • Review operational protocols (BRS & SOP) and call scripts to make sure all follow Compliance policy.
  • Efficiencies of health care professionals/operations staff are maintained and improved (such as increased contact rates, increase occupancy rates), recommends and implements changes where necessary.
  • Data records are maintained and updated and audited in line with operational procedures.
  • Customer/ Client/ Patient complaints are actioned in timely and professional manner.
  • Recommend and implement any changes where necessary.

• Support Patient Care programs as back-up program consultant role if needed.
• Act as Patient Care Patient Care HSE officer, following ZP Group HSE policy and guidance, for HSE communications and implementations.

Must-Have:

• 3-5 Years working experiences. 
• Bachelor of Nursing or equivalent and/or with Quality Assurance related experience. 
• Health/Medical related education is preferred. 

Advantage to Have: 

• Experienced health staff with a degree in nursing or related medical / science or community nursing background is an advantage. 
• Good coaching and listening skills and demonstrate ability to motivate patients in order to assist them to achieve their goals.
• Must be patient and possess strong empathy characteristics. 
• Must be able to evaluate a problem and take timely decisions. 
• Have good computer skills to perform data entry. 
• Demonstrate track record of ability to obtain, record and maintain accurate information e.g. patient notes, statistical information. 
• Previous experience in tele-health and customer service is an advantage. 
• Able to work as part of a team and in a patient centred and driven environment.
• Detail oriented.
• Logical thinking.

What we offer : 

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.

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