Process Documentation Coordinator

**_PURPOSE OF JOB _**
- The role will require set up of quality monitoring and reporting processes, doing the

quality monitoring on a weekly basis, and using the data and learning’s primarily to

optimize staff performance by providing managers/supervisors the data to coach their

staff.
- Monitor and ensure CAPA requirements are completed on time.
- The Project coordinator will also co-ordinate with Central CE management to ensure

quality is being assessed to the standards defined for service excellence and customer

experience, and that key learning’s on customer needs and best practice are shared at

regional level.
- __________________________________________ _

**_MAIN JOB DUTIES/RESPONSIBILITIES (may include the following and other duties may _**

**_be assigned): _**
- _Provides project or program support to a functional group or business process.
- Monitors program/project/system status, budgets and timetables.
- Applies knowledge of and experience in company operations to assist in the

development, implementation and administration of program/system guidelines and

procedures.
- Gathers and compiles information for reports.
- Provides technical support, which may include program/system training,

program/system documentation, data extraction, data review, tracking and coding.
- Responsible for reporting complaints and Adverse Drug Reactions (ADR)

To set up consistent quality monitoring and reporting processes designed to track:

- Compliance and consistency in contact handling and resolution procedures (in

line with quality and service standards set centrally)
- Compliance and consistency in data capture and CRM logging
- To carry out quality monitoring to cover a defined sample of contacts and advisors each

week (with specific weekly goals for time per advisor).
- To use the quality data and learning’s on individual performance.
- To report performance vs. quality standards to the Director on a weekly basis, and

advise on who qualifies for agreed rewards/incentives based on performance
- To participate in the weekly/monthly Excellence Review & Best Practice Share meeting

chaired by Central CE, to ensure observed or proposed best practices are

communicated at regional level and help drive adoption of them across all hubs
- Create and maintain department procedures to ensure compliance and continuous

improvement
- Participate in continuing education programs/sessions to remain abreast of product

knowledge (both existing and new products).
- Additional duties as assigned by management

**_KEY MEASURES & EXPECTED RESULTS _**
- Continuous improvement in staff’s product knowledge and technical/CRM capability
- Maximized and consistent % compliance to contact handling procedures and quality

standards.

**_CAREER STREAM: _**

Individual contributors who provide organizational related support or service (administrative

or clerical) for other members within the organization. The majority of time is spent in the

delivery of support services or activities, typically under supervision.

**_DIFFERENTIATING FACTORS: _**

**_Autonomy: _**_Seasoned individual contributor who provides assistance and training to lowerlevel employees. Performs a wide variety of non-routine clerical and administrative tasks and _
- may support special projects or assignments. Works under limited supervision. _

**_Organizational Impact: _**_Works to deliver day-to-day objectives with significant impact on _
- achievement of results for the job area Work involves obtaining or providing information or _
- data requiring some explanation or interpretation. Work consists of tasks that are typically not _
- routine. _

**_Innovation and Complexity: _**_Makes minor changes in systems and processes to solve _
- problems or improve effectiveness of job area. Expected to independently propose solutions _
- to problems for manager review. _

**_Communication and Influence: _**_Communicates typically with internal and external contacts. _
- Obtains and provides information on matters of moderate importance to the job area. _

**_Leadership and Talent Management: _**_Responsible for providing guidance, coaching and _
- training to other employees within job area. _

**_Required Knowledge and Experience: _**_Requires broad practical knowledge of operational _
- systems and practices typically gained through extensive experience and/or education. _
- Requires minimum of 4 years of relevant experience. _
- ________________________________**REQUIRED QUALIFICATIONS**

**KNOWLEDGE/EDUCATION**
- Requires broad practical knowledge of operational systems and practices typically _
- gained through extensive experience and/or education. _
- High School Diploma _

**JOB EXPERIENCE**
- Minimum of 4 years of relevant experience. _
- At least two (2) years of relevant practical experience within the pharmaceutical and _
- medical devices industry. _
- Ability to multi-task in a fast-paced environment. _
- Ability to work in a team and inde