ROLE & RESPONSIBILITIES

Overall Operation of the Patient Service Platform

Vendor Management
1.1 Define and supervise vendors, including KPI setting, SOP design, and quarterly/annual performance reviews.
1.2 Lead contract negotiations and renewals (SLA, SOP, compliance red-lines, reward & penalty mechanisms).
1.3 Establish monthly operational meetings, on-site spot checks and corrective-action mechanisms to secure best-in-class service quality and cost efficiency. Oversight of PSR Team & Compliance Training
2.1 Supervise and optimize PSR staffing plans, recruitment, scheduling, attendance, performance and incentives.
2.2 Supervise and optimize training system: new-hire compliance onboarding, product-update training, etc.
2.3 Supervise and optimize quality-calibration plans (daily, weekly, monthly reports) to ensure data reliability. Hotline/Follow-up Call Monitoring & AE (Adverse Event) Reporting Oversight
3.1 Supervise and optimize AE identification, grading, recording and follow-up SOPs; ensure 100 % reporting within 24 h.
3.2 Randomly audit ≥10 % of tickets daily; initiate corrective actions for missed, delayed or non-standard AE reports. PSR Desktop Knowledge-Base Maintenance
4.1 Govern the project knowledge base; coordinate internal & external requests to ensure “accurate at go-live”.
4.2 Build version control, access-right management and change-approval workflow; any update must reach agent desktop ≤1 working day.

Build & Manage First-Line Quality-Monitoring Specialist Team

Monitoring plan design & execution: monitoring scheme and rostering. KPI setting, SOP creation and people management for the monitoring team. Quality control of monitoring: live-call sampling, compliance training for staff.

Hotline Service Management

Script & FAQ Development & Refresh
1.1 Update and optimize scripts, FAQs and IVR flows based on service-line requirements.
1.2 Conduct live-call sampling for hotline/follow-up calls and drive continuous improvement. Operation Analytics & Optimization
2.1 Build a hotline data warehouse covering 20+ core metrics: connection rate, average wait time, complaint rate, AE miss-rate, etc.
2.2 Deliver weekly operation reports and host monthly retrospectives; propose people-process-system improvement plans.

REQUIREMENTS

Education & Experience

1. Bachelor’s degree or above; major in Clinical Medicine, Pharmacy, Nursing, Public Health, Bio-engineering preferred.
2. ≥5 years’ hotline/call-center or project-operation experience, including ≥1 year team management and ≥2 years vendor management.
3. Experience in pharmaceutical, medical-device or vaccine industry preferred.

Technical Skills

1.Proficient in SQL, Excel, Power BI/Tableau for data modelling and visualization.
2. Familiar with mainstream platforms: IVR, CRM, ticketing systems, intelligent voice analytics.

Core Competencies

1.Excellent vendor-negotiation and cross-functional communication skills; able to drive projects under resource constraints.
2. Keen risk awareness and compliance mindset; zero tolerance for data incompleteness or lack of traceability.
3. Structured thinking and problem-solving ability; capable of quick decision-making under high pressure or emergencies.
4. Strong written and oral communication in both Chinese and English; able to draft English SOPs and audit responses independently.

Personal Traits

1.Customer-oriented with high interpersonal sensitivity; able to discern real patient needs behind every call.
2. High stress tolerance; willing to take on emergency assignments and short business trips.

Date Posted

05-1月-2026

Closing Date

27-2月-2026

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.