Quality Specialist at Ascendis Health

• To provide high standard of administrative support to enable the Quality team to work within a framework of continual Quality Improvement.
• To coordinate the Complaints and Compliments policy ensuring that all clients and stakeholders have a high-quality experience.
• To ensure effective administrative support to the Group manager and the Quality function.
• Maintenance of GMP overall

KEY PERFORMANCE AREAS

Quality

 Performance expectations

• Process Management – process performance and product quality monitoring
• Quality Monitoring:
• Recalls
• Complaints – Product, Technical and service
• Product Rejections
• Deviations
• Out of Specifications
• Audits
• Regulatory Inspections
• Self-Inspections
• Trend analysis – Customer Returns, SOP and Forms Update, deviations, complaints, CAPA and Supplier Review
• GMP
• Act as first point of contact for day to day enquiries in relation to Quality
• Update the quality assurance procedures, practice sand systems as required to ensure an effective function in line
• with the organization and awarding body requirements.
• Maintain and update the Quality area within the staff Intranet system.
• Generate updates on observation status to the Quality Manager as when required.
• All duties must be carried out to comply with Health and Safety at work Act, Acts of Parliament, Statutory Instrument and Nationally Agreed Codes of Practice that are relevant
• Looks for ways to improve and promote quality.
• Demonstrate accuracy and thoroughness.
• Comply to quality, GMP and ISO13485 standards.
• Maintain performance monitoring charts for different aspects of the Quality process as required.
• Perform all tasks to a high standard to meet Operating Procedures and Codes of Conduct.
• Applies feedback to improve performance.
• Monitors own work to ensure quality
• To undertake personal assistant duties for the group manager and to support in the driving forward of the Quality Improvement Strategy.
• Maintain an accurate complaints and compliments database to enable to investigate effectively.
• Proactively and reactively dealing with complaints and compliment to resolve any issue in accordance with the Complaints and Compliment policy.
• To ensure effective reporting of complaints and compliment to show positive impact on training.
• Support the Quality team from an administrative perspective on the Support Improve Process.
• To act as an initial contact point for staff members wishing to interact with the Quality Team
• To undertake any other duties commensurate with the role, at the discretion of the Group Manager

 Customer Service

• Manage difficult or emotional customer situations
• Responds promptly to customer needs
• Solicits customer feedback to improve service
• Responds to request for service and assistance
• Meets commitments

Planning

Performance Expectation

• Plans response to queries, product requirements quantities and customer service daily among other requirements.
• Attendance/Punctuality – Consistently arrives to work on time.
• Ensures work responsibilities are covered when absent
• Arrives at meetings and appointments on time.

Relationship Management

Performance Expectations

• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.Dependability – Follows instructions; Responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills – Focuses on solving conflict, not blaming
• Maintains confidentiality;
• Listens to others without interrupting; Keeps emotions under control
• Remains opens to others’ ideas and tries new things
• Addresses problems directly with the individual involved.
• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values

  Problem Solving

  Performance Expectations

• Identifies and resolves problems in a timely manner
• Gathers and analyses information skillfully
• Develops alternative solutions
• Works well in team problem solving situations
• Uses reason even when dealing with emotional topics

        COMPLIANCE/ RISK MANAGEMENT

Performance Expectations

• Be actively involved in the update all Risk Management Plans, Quality Plans and Environmental Plans, ISO and Health & Safety standards and procedures as required of Customer Services.
• Demonstrate and promote a proactive commitment to health & safety, well-being and the environment whilst complying with all laws and company policies

TEAMWORK

Performance Expectations

• Teamwork – Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.

PROFESSIONAL &PERSONAL DEVELOPMENT

Performance Expectations

• Initiative – Volunteers readily; Undertakes self-development activities;
• Asks for and offers help when needed.
• Adaptability – Adapts to changes in the work environment
• Expected to attend training and continuous professional development events and be responsible for their own professional updating.
• Manages competing demands
• Changes approach or method to best fit the situation; Able to deal with frequent changes, delays, or unexpected events.
• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness

KEY RELATIONSHIPS

Internal

• All Employees

External

• All customers, Clients, visitors
• Consultants
• Contractors

BUDGET

Operating Expenses

• Meets Quality Department financial objectives complying to requirements; initiating and participating in corrective actions.
• Cost Consciousness – Works within approved budget;
• The post holder is not a budget holder However, the post holder will be required to observe and comply with the financial regulations.

Authorities

• Delegated authorities within the Delegated Authorities Policy.
• Decision making in scope of this position