Quality & Process Governance Professional – Customer Service

Description

Job Summary: The Quality & Process Governance Professional will be responsible for ensuring adherence of Customer Services processes to Quality standards, with a focus on risk management, non-conformities, and continuous improvement. Key Highlights: 1. Ensure compliance of Customer Services processes with Quality standards. 2. Conduct root cause analyses and corrective and preventive action plans. 3. Lead continuous improvement initiatives and change management. Join us in pioneering advances in healthcare — for everyone, everywhere, sustainably. Our inspiring and caring environment fosters a global community that celebrates diversity and individuality. We encourage stepping beyond your comfort zone, offering resources and flexibility to support your professional and personal growth, while valuing your unique contributions. Does this resonate with you?**Then** **join our team as a Quality \& Process Governance Professional – Customer Service****Your Missions and Responsibilities:*** You will ensure adherence of Customer Services processes to corporate Quality standards, policies, and procedures, acting in a structured manner on risk management, non-conformities, and internal and external audits. This role requires strong data-driven capabilities, including analysis of metrics, trends, and deviations to support decision-making and strategic direction. * Key responsibilities include conducting root cause analyses (RCA), defining, tracking, and verifying the effectiveness of corrective and preventive action plans (CAPAs / SPS), ensuring traceability, evidence, and sustainability of implemented actions. You will also be responsible for mapping, reviewing, and optimizing processes to promote standardization, simplification, digitalization, and continuous improvement of operational workflows. * This position oversees definition, tracking, and consolidation of KPIs, ensuring data quality and consistency, as well as alignment with business objectives. You will collaborate with data teams to structure dashboards, reports, and performance visibility, translating business needs into effective analytical solutions. * You will support the development, review, validation, and approval of Quality documents (SOPs, ITs), including impact analysis and interface with Corporate Quality. You will also manage non-conformities (NCs and NCCs) in a structured manner, promoting recurrence analysis, prioritization, and definition of corrective and preventive actions. * The professional will play an active role in risk management across departments, including identification, assessment, definition of action plans, and follow-up with leadership. You will also prepare for and support audits, serving as a process consultant and ensuring compliance with Quality requirements. * Additionally, you will lead and/or support continuous improvement and change management initiatives using structured methodologies to increase efficiency and reduce waste, while promoting a Quality culture by disseminating best practices, training, and lessons learned. You will also ensure appropriate team capability, validating training and supporting ongoing development. * Finally, you will serve as the regional and global Quality focal point, ensuring alignment, standardization, and evolution of Customer Services processes, and act as process owner for specific initiatives such as monitoring Good Documentation Practices (GDP) and calibration-related measurement instrument processes. **Your Attributes and Skills:*** Bachelor’s degree completed (Engineering, Administration, or related fields); * Experience in process management, improvement, and standardization, preferably in service or technical operations environments; * Experience collaborating with Data/BI or IT teams to define analytical needs, reports, and performance indicators; * Knowledge of continuous improvement methodologies (Lean, Six Sigma) and Quality tools (RCA, CAPA, risk analysis, etc.); * Experience managing non-conformities, CAPAs, and audits; * Familiarity with Quality Management Systems (QMS) and regulatory requirements (e.g., ISO 9001\); * Experience in corporate environments with multiple stakeholders, and experience interfacing regionally and globally is desirable; * Advanced English required; Spanish is considered a plus **Our Global Team:** We are a team of over 73\.000 highly dedicated professionals present in more than 70 countries, pushing the boundaries of what is possible in healthcare to help improve people’s lives worldwide. As leaders in medical technologies, we aim to deliver better outcomes and experiences for patients regardless of where they live or the health condition they face. Our portfolio — spanning in vitro and in vivo diagnostics, image-guided therapy, and innovative cancer treatments — is critical for clinical decision-making and potential treatments. **Our Culture:** We are part of an extraordinary global community of scientists, clinicians, developers, researchers, professionals, and specialists challenging the limits of what is possible to improve lives around the world. We embrace an inclusive culture where the power and potential of every individual can be amplified. We foster ideas that drive positive impact and sustained success. Applications from persons with disabilities are warmly welcomed as part of our commitment to diversity and inclusion. We care deeply about data security and take the application of LGPD (General Data Protection Law) and other data protection regulations seriously. Therefore, we ask that you do not send your resume via email; instead, create a profile in our Talent Community, where you can upload your resume. By creating a profile, you indicate your interest in our career opportunities. Siemens Healthineers’ recruitment is managed internally, with external support permitted only when a qualified vendor has established a formal contract with us. Unsolicited candidate submissions and referrals, in the absence of an active vendor agreement, do not constitute consent and are not eligible for fees. We exclude unsolicited information. Thank you for adhering to our policies.