Customer Quality & Insights Champion

BD Mexico; Wrocław; On-site; PLN 99,000 - 151,000; Full time

Job summary

BD in Wroclaw, Poland, seeks a Quality Customer Relations specialist to manage post-market quality issues and customer communications. You will handle inquiries from healthcare professionals and BD associates, analyse feedback, and promote quality improvements across regions.

The role requires strong English and French skills, CRM experience (Salesforce/Trackwise a plus), and the ability to work independently within cross-functional teams to support BD units and partners.

Qualifications

• Degree or equivalent in a relevant field; quality assurance or customer relations experience accepted in lieu of a degree.
• Proficient English, both written and spoken; French at C1 or native level is required.
• Strong experience handling customer expectations, requests and complaints.
• Excellent written and verbal communication, emotional intelligence, and de‑escalation skills.
• Ability to adapt to changing needs and take on broader tasks to improve outcomes.
• Analytical skills to supervise and interpret trends in data.
• Capable of leading multiple activities and meeting internal/external goals.
• CRM systems experience; Salesforce or Trackwise knowledge is a plus.
• Ability to work independently and in cross-functional teams.
• Nice to have knowledge of European regulatory and local Medical Devices requirements.

Responsibilities

• Handle Customer Requests: address quality-related inquiries from Health Care Professionals or BD associates and resolve them promptly.
• Support Business Units: assist BDX units and partners in customer communications.
• Build Links: collaborate with local BDX teams to understand needs and promote post-market quality.
• Supervise Feedback: organize and analyze customer feedback to identify improvements.
• Provide Training and Coaching: train local teams on post-market quality issues, including on-site visits.
• Report Performance: prepare and present CQR metrics and performance to Quality and BU leadership at the EMEA level.
• Implement Corrective Actions: validate actions, maintain records, ensure timely execution across regions.
• Disseminate Procedures: share quality procedures and coordinate training schedules.

Skills

Good English

French (C1)

CRM knowledge

Analytical mindset

Cross-functional teamwork

Communication skills

Education

Degree in relevant field

Tools

Salesforce

Trackwise

Job description

BD in Wroclaw, Poland, seeks a Quality Customer Relations specialist to manage post-market quality issues and customer communications. You will handle inquiries from healthcare professionals and BD associates, analyse feedback, and promote quality improvements across regions.

The role requires strong English and French skills, CRM experience (Salesforce/Trackwise a plus), and the ability to work independently within cross-functional teams to support BD units and partners.