Complaint Intake Analyst
hace 2 meses
**Title**: Complaint Intake Analyst II
**Purpose**:
**Responsibilities**:
- Communication and cooperation with customers and distributors involved in the reported complaints
- Internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization, like affiliate CQA, Medical Information, Regulatory Affairs and Pharmacovigilance
- Supports more complex complaints that are escalated
- Serve as a Subject Matter Expert for a designated product(s) within the team when required
- Where applicable, decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process. OR complete activities to process the replacement, credit or warranty activities for the customer.
- Where applicable, partner with affiliate CQA for translation or communication support when needed
- Support management with any projects / process improvement initiatives, any documentation or SOP reviews and during audits and inspections
- Where applicable, make vigilance reporting decisions and prepare and/ or translate (into local language) the relevant vigilance reports for submission to MOH.
**Qualifications and Skills**:
- High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
- Experience in a Quality environment or customer service support role, preferably in a healthcare setting
- Strong attention to detail, critical thinking, and can work independently with mínimal direction
- High quality customer service skills
- Ability to express ideas clearly in both written and oral communications
- Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products.
- Computer skills and ability to navigate through software systems
- Strong prioritization and time management skills
- A fairly good command of the English
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