Customer Experience Field Examiner - Business Solution Advisor
Deloitte's Brand Operations Services is looking for experienced professionals with excellent communication skills, judgment, critical thinking and analytical abilities to execute Field Force Compliance Monitoring visits for our Pharmaceutical client(s).
In this role, the Business Solution Advisor will conduct compliance evaluations for promotional speaker programs and sales field activities (ride alongs) as assigned for multiple clients, generate client-facing reports in accordance with the client program. The Business Solution Advisor will accomplish this by capturing observed during the speaker programs or ride alongs to generate client report. Following the inspection, the Business Solution Advisor will also be available for and necessary follow-up clarification, expansion or additional discussion as deemed necessary by account leadership or the client themselves.
The Business Solution Advisor may also be asked to participate in trainings sessions for new hires and periodically for internal alignment throughout the duration of the program(s).
Our business goal is to provide the client with critical information and feedback regarding their sales representatives' adherence to and compliance with corporate guidelines and industry standards. The Business Solution Advisor is responsible for delivering accurate, objective assessments of each assigned event to client leadership, maintaining professionalism and unobtrusiveness during the monitoring process, and working with account leadership to ensure the highest levels of client satisfaction.
Project Details & Requirements:
Conduct Field Force Monitoring (FFM) evaluations to meet the unique expectations and program requirements of the clients.
Business Solution Advisor will be well versed on multiple client's specific monitoring requirements, protocols, and details to execute the FFM process, client resources and the methods and procedures designed by the Deloitte business.
Exercise high level of detail and judgment in evaluating the clients' delivery of their promotional event, identifying areas of non-compliance and communicating those findings to team leadership and if needed, to the client.
Develop and produce accurate and consistent FFM evaluations through written reports in English.
Communicate through verbal follow-up as necessary with team leadership.
Display high level of professionalism when interacting each client's promotional staff throughout the event to establish a level trust and allow the event to occur as intended.
Attend and participate in team meetings and conference calls as required to meet multiple client project requirements.
Must be able to travel to host venue or region in case of a field-ride (both driving and air travel) as required by the client. Overnight stays will be required.
The successful Business Solution Advisor will possess:
Excellent command of English language (clearly speaking, reading comprehension, and writing) with strong analytic and presentation abilities.
Skillful and fluid communication skills possessing the flexibility to communicate effectively with each client representative in the style and manner that they prefer.
Ability to work independently and without direct supervision, while adhering to strict deadlines.
Ability to analyze and synthesize data.
Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients' business models and needs.
2+ year experience in life-science/health care, customer service/operations, or related field
Proficiency with all current technology and Microsoft Office programs, including, but not limited to:
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