Associate, Global Complaint Management (Customer Response)

The position of Analyst, Global Complaint Management (Customer Response) in the Quality team in Chennai, India, requires you to manage device or pharmaceutical complaints and adverse events on a global scale. Your responsibilities will include initial triage of complaint files, assessments of reportability, escalating customer advocacy events, submitting regulatory reports, obtaining additional information for events, providing updates to reports, and ensuring timely processing of complaint files for regulatory reporting. You will be expected to draft and send clear responses to customer complaints, handle customer advocacy issues, and escalate complex events as needed. Additionally, you will coordinate with Subject Matter Experts (SMEs) and GCM Specialist/Team Lead for event resolution, ensuring compliance with company policies and maintaining confidentiality of information. To excel in this role, you must have strong writing skills for drafting responses and complaint narratives, knowledge of medical terminology, and the ability to communicate effectively with bio-medical engineers and healthcare providers. Critical thinking skills will be essential in gathering necessary information and analyzing complaint and adverse event data. Proficiency in computer skills, telephonic communication, and active listening is also required. The ideal candidate should hold a degree in Science, Medical Engineering, or Allied Science, with a preference for a Bachelor of Science Degree in relevant fields. A minimum of 3-7 years of experience in a similar role, preferably in a medical device organization, is desired. Applicants must be at least 18 years old and pass a pre-employment background check. This role is primarily sedentary and operates in a professional office environment using standard office equipment. It is crucial to stay updated on information security management systems and adhere to regulatory standards while ensuring customer satisfaction and event resolution.,