Ewelina Malik

PURPOSE OF THE JOB:
Providing support to the Call Center and Project Leader to ensure a high level of Customer/Support and Quality Systems
JOB FUNCTIONS AND RESPONSIBILITIES:
- performing project support activities
- resolve critical/complex Call Center requests
- prepare project summary reports and analyses related to project support activites
- liaise with clients on project support related matters
- monitor the quality of each assigned project system to ensure the systems are performing as expected. Including the monitoring and resolutioin of issues to ensure that they are being addressed within specified timelines and within quality expectations
- monitor activities in relation to both quality and customer service and keeps management informed
- maintain confidentaility of project information as appropriate
- analyze project effectivness and identify process improvements

PS Tasks (Dublin)
- Filing the documents (DCFs, DRRs, IPs, SSSD)
- Vox files
• updating the FDS with the appropriate Vox file names,
• creating vox files where necessary,
• assigning the vox files to the project in ICOPhone,
• creating the request in ICOPhone,
• submitting the prompts to TransPerfect
• submitting study files for translation to TransPerfect
• vox files tracking
- Test Calls for the study in Validation environment,
- Reviewing WebDocs,
- Expenses,
- Setting up the Radio Channel for studies,
- Scheduling the EU On Call Calendar
- Ordering the stationery for the department,
- TNT, Intercourier,
- OOO reports
- Organising meetings
- Assists in the maintenance of project related documentation, coordinating project tasks and communicating progress for assigned projects.

Provides project support to internal and external project teams for projects in the maintenance phase.

Maintain departmental records, including training and expense records, and other administrative duties

-providing general office administration assistance
-preparing invoices
-preparation of documents using MS Office
-scanning of documentation
-photocopying and faxing of documentation
-worked within a team of 11