Service Quality Performance Manager

Job Title

Service Quality Performance Manager

Job Description\n\n

As a Service Quality Performance Manager you are responsible for monitoring and improving service quality and patient safety across 14 international markets, with oversight of KPIs and coordination of corrective and preventive actions in partnership with Operations, Quality, and Business Units.

Your role:

Service Quality & Patient Safety Governance\n\n

Responsible for overseeing, tracking, and reporting service quality and patient safety performance throughout international markets.

Provide comprehensive supervision of KPIs, analyze trends and risks, lead governance reviews, and escalate critical issues at the International Region level.

Service Corrective Action Requests / Corrective and Preventive Action Oversight & Compliance\n\n

Maintain complete accountability for monitoring CAPAs, audits, and SCARs.

Ensure root cause analyses are rigorous, corrective actions are implemented promptly and effectively, and all practices comply with Quality Management System standards and regulatory obligations.

Cross - Functional Execution & Continuous Improvement\n\n

Serve as an essential collaborator with Service, Quality, Regulatory Affairs, Operations, and Business Units.

Drive implementation of enduring action plans, promote standardized service quality governance and KPIs, and assist with audits and inspections.

Help foster a proactive and lasting culture focused on service quality and patient safety.

You're the right fit if:\n\n

Bachelor's or master's degree in engineering, Life Sciences, Quality, or related field

7-10 years' experience in service operations or quality management within a regulated healthcare / medical dev