APAC RCSC Service Excellence Specialist (Performance and Development)

As the APAC Regional Customer Service Centre (RCSC) Service Excellence Specialist for Performance and Development, you will serve as the quality conscience of our regional hub, providing end-to-end oversight of support operations to ensure integrity, compliance, and care.

Responsibilities include:

• Lead Quality Governance: Drive strategic quality management practices aligned with global and local regulatory standards.
• Oversee Post-Market Compliance: Manage documentation of customer complaints and safety-related cases as the primary contact for APAC affiliates.
• Architect Workforce Performance: Use data-driven forecasting and monitoring to optimize hub productivity and talent availability.
• Build Future-Ready Capabilities: Lead onboarding and continuous training for technical support teams, fostering a culture of lifelong learning.
• Drive Excellence through Analytics: Utilize AI and data visualization tools to generate insights that improve service efficiency and data integrity.
• Champion Continuous Improvement: Identify and resolve deviations to ensure systemic improvement and audit readiness.

Qualifications:

• Bachelor’s or Master’s degree in Life Sciences, Engineering, or a related field.
• 5+ years of experience in quality management and service operations within a medical device or In-Vitro Diagnostics (IVD) environment.
• Deep understanding of complex customer journeys and regulatory interfaces in the healthcare sector.
• Proficiency in data visualization and reporting tools (Tableau, SQL, AI) and CRM/ticketing systems.
• Proven experience in a matrixed regional structure with the ability to influence stakeholders.
• Fluent in English with professional-level proficiency in an additional Asian language (e.g., Thai, Korean, or Chinese dialects).
• Agile, customer-focused mindset with the creativity to solve complex challenges.