QC Supervisor

Manage the quality control program for the Senior Veterinary Technicians (SVT) to ensure the technician team is providing a Remarkable Merial Experience on every call. Review PVWorks cases for accuracy and to ensure compliance with Merial policies and procedures.

Major responsibilities:

Use VERINT voice recording software and live monitoring techniques to ensure all customer calls are handled in a superior manner consistent with a Merial Remarkable Experience. Provide regular written call reviews and coaching to the SVTs. Keep the Manager and Associate Manager informed of any and all personnel issues.

Provide feedback to the Training Supervisor regarding areas where refresher training is needed based on observations made during call reviews.

Create and perform queries in PVWorks to perform quality audits on each reportable case. Communicate with case owners regarding corrections. Document all findings. Provide reports to Pharmacovigilance.

Be familiar with all Federal laws (21 CFR-FDA, 9CFR-USDA, and 40 CFR-EPA) related to the reporting of Adverse Events (AE), Off-Label inquires and Product Quality Complaints (PQC).

Identify, analyze and solve problems using innovative and creative solutions that benefit the entire organization. Liaise with upper management at the direction of the Manager regarding these observations and recommendations.

Qualifications

Bachelor Degree in Animal Science or Biological Sciences

Prefer candidates with a minimum of 2 years experience as a Merial Senior Veterinary Technician or a Registered Veterinary Technician (RVT/CVT) with at least 2 years experience in a veterinary practice.

Ability to create queries and understand relational databases

Good written communication skills, and a friendly demeanor.

Proficient computer skills including Microsoft Word and Excel

Ability to work and perform at a very high level in a team based environment.

Call Center experience and supervisory experience are greatly desired.

Merial is an Equal Opportunity and Affirmative Action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, national origin, or any other characteristics protected by applicable law.

To all recruitment firms: Merial does not accept agency/search firm referrals for this posting, or other postings, without prior written permission from Merial Human Resources. Merial is not responsible for any fees related to unsolicited resumes.

Due to tracking regulations, only resumes submitted directly via http://myhr.sanofi.com for internal employees and www.merial.us/Careers for external applicants will be considered.

Merial is a world-leading, innovation-driven animal health company, providing a comprehensive range of products to enhance the health, well-being and performance of a wide range of animals. Merial employs approximately 5,600 people and operates in more than 150 countries worldwide. Merial is a Sanofi company. For more information, please see www.merial.com

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Merial Limited is an Equal Opportunity and Affirmative Action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, national origin, or any other characteristics protected by applicable law.

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