Process Quality Analyst, People Services

At Bristol Myers Squibb, our employees often ask, "Who are you working for?"-a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits.

This is work that transforms the lives of patients, and the careers of those who do it.

• Impact Event Management System Oversight
  • Maintain the comprehensive Impact Event Management System (IEMS) for service-related matters.
  • Work closely with teams across the organization to identify and document service quality issues.
  • Analyze issue data to identify trends, root causes, and opportunities for improvement in service delivery.
  • Review and recommend improvements to the IEMS based on customer feedback and observations.
• CAPA Management
  • Oversee the Corrective Action Preventive Action (CAPA) process for service quality.
  • Collaborate with teams to develop effective corrective and preventive action plans for service-related issues.
  • Monitor and ensure timely implementation of CAPAs in service operations.
  • Verify the effectiveness of CAPAs through follow-up and data analysis.
• Process Improvement
  • Identify process inefficiencies in service delivery and work with relevant teams to streamline operations.
  • Support Process Engineering Team with process documentation.
  • Develop and implement quality improvement initiatives based on CAPA findings and issue log analysis.
  • Monitor the progress of service improvement projects and report on results.
• Training and Development
  • Train, team members on CAPA processes and best practices for delivering high-quality service.
  • Conduct regular training sessions and workshops to enhance staff knowledge and skills in service quality management.
• Reporting and Analysis
  • Generate and analyze reports on issue logs, CAPA progress, and service quality metrics.
  • Provide regular updates to senior management on service quality performance and improvement initiatives.
• Compliance
  • Ensure compliance with industry regulations and standards related to service quality.
  • Stay informed about industry trends and best practices in service quality management.

Minimum Requirements

• Minimum education of a bachelor's degree in quality management, business administration, operations management, and/or relevant field is required.
• Minimum of three (3) years of practical work experience in quality, project or change management is required.
• Proficient in evaluating existing process flows for Workday, mapping against functionality available vs used, developing new process flows and/or implementing new functional capabilities to improve service delivery that yield a higher degree of customer centricity/intuitiveness as well as data quality.
• Experience with process simulations and standard operating procedures.
• Proficiency in data analysis, with the ability to leverage HR metrics and analytics tools.
• Excellent problem-solving and critical-thinking skills, with the ability to identify and address process gaps.
• Exceptional communication and interpersonal skills to collaborate effectively with stakeholders at all levels. Demonstrated ability to effectively communicate ideas and influence others to accomplish goals and objectives.
• Detail-oriented with a focus on accuracy and precision in process design and documentation.
• Certifications such as Six Sigma, Lean, or similar a plus.

#LI-Hybrid

Tampa - FL - US: $66,390 - $80,443

The starting pay range listed above is for full-time employees (FTE). You may also be eligible for additional discretionary incentive cash and stock opportunities. We determine starting pay thoughtfully - carefully considering the nature of the role, required skills, work location, schedule and the knowledge and experience you bring. Final compensation is guided by pay equity principles and applicable employment laws.

Compensation programs are reviewed on an ongoing basis and may be adjusted over time to reflect evolving market factors, and individual, team or Company performance.

Subject to the terms and conditions of the applicable plans then in effect, you may be eligible