Process Quality Analyst, People Services

Bristol Myers Squibb • Tampa, FL

21h • Hybrid

About The Position

Bristol Myers Squibb is seeking a highly skilled, detail-oriented Process Quality Analyst to join its Process Engineering team and support quality across People Services operations. The role monitors and oversees quality assurance measures to enhance efficiency, reduce defects, improve data quality, and optimize performance.

The analyst oversees the Impact Event Management System (IEMS) and the Corrective Action Preventive Action (CAPA) process for service quality. The position analyzes service issues and quality data, identifies trends and root causes, develops and monitors improvement initiatives, supports process documentation, and reports performance to senior management. It also includes training team members in CAPA processes and service quality best practices, and ensuring compliance with relevant industry regulations and standards.

The position is listed for Tampa, Florida, with a compensation range of $66,390–$80,443. The posting identifies the role as hybrid through the “#LI-Hybrid” designation, while noting that BMS roles are assigned work models based on their core responsibilities.

Requirements

• Bachelor’s degree in quality management, business administration, operations management, or a relevant field.
• At least three years of practical work experience in quality, project management, or change management.
• Proficiency evaluating existing Workday process flows, mapping current use against available functionality, developing new process flows, and/or implementing functional capabilities to improve service delivery, customer centricity or intuitiveness, and data quality.
• Experience with process simulations and standard operating procedures.
• Proficiency in data analysis and ability to use HR metrics and analytics tools.
• Strong problem-solving and critical-thinking skills, including the ability to identify and address process gaps.
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
• Demonstrated ability to communicate ideas effectively and influence others to accomplish goals and objectives.
• Attention to detail and focus on accuracy and precision in process design and documentation.

Nice To Haves

• Certifications such as Six Sigma, Lean, or similar are a plus.

Responsibilities

• Maintain the Impact Event Management System (IEMS) for service-related matters.
• Work with organizational teams to identify and document service quality issues.
• Analyze issue data to identify trends, root causes, and opportunities to improve service delivery.
• Review and recommend improvements to IEMS based on customer feedback and observations.
• Oversee the Corrective Action Preventive Action (CAPA) process for service quality.
• Collaborate with teams to develop corrective and preventive action plans for service-related issues.
• Monitor CAPAs to ensure timely implementation in service operations and verify their effectiveness through follow-up and data analysis.
• Identify inefficiencies in service delivery and work with relevant teams to streamline operations.
• Support the Process Engineering Team with process documentation.
• Develop and implement quality improvement initiatives based on CAPA findings and issue log analysis.
• Monitor service improvement projects and report on their results.
• Train team members on CAPA processes and service quality best practices.
• Conduct training sessions and workshops to develop staff knowledge and skills in service quality management.
• Generate and analyze reports on issue logs, CAPA progress, and service quality metrics.
• Provide senior management with updates on service quality performance and improvement initiatives.
• Ensure compliance with industry regulations and standards related to service quality.
• Stay informed about industry trends and service quality management best practices.

Benefits

• Comprehensive benefit plans, including wellbeing support, retirement and financial protection benefits, and medical, dental, vision, life, and disability insurance offerings, subject to plan terms and eligibility.
• Flexible Time Off for eligible U.S.-based exempt employees, subject to manager approval.
• For non-exempt employees, RayzeBio employees, and employees located in Puerto Rico: 160 hours of paid vacation annually for new hires, subject to manager approval; 11 paid company holidays; and 3 optional holidays.
• Depending on eligibility, paid sick leave, up to two paid volunteer days per year, summer hours flexibility, and leaves of absence for medical, personal, parental, caregiver, bereavement, or military needs.
• Eligible employees may receive an annual Global Shutdown between Christmas Day and New Year's Day.
• Potential eligibility for discretionary cash incentives and stock opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level