Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in handling adverse events and product complaints. The Training and Quality Manager will devise and implement our organization’s training strategy, oversee its implementation and assess its outcomes. The Training and Quality Manager will identify training and developmental needs and drive suitable training initiatives that bridge operation processes to system training. The Training and Quality Manager will enhance employees’ skills, performance, productivity and quality of work. The Training and Quality Manager will work for respective clients to train and enhance competencies of our employees in the areas of Medical Information Management Systems, Drug Safety Systems, Quality Management Systems, service metrics, and department software and applications. As part of the Global Medical Information Contact Center (MICC) & Medical Affairs team, this position monitors and tracks the level of quality provided by our MICC services for designated clients. The position performs quality assessment in the areas of customer service/satisfaction, phone inquiry handling and etiquette, handling of non-phone Medical Information Request (written response via email, chat, etc.), and adverse event product complaint identification, handling, and reporting.