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Complaints Resolution Specialist
2 months ago
We are seeking a highly skilled Complaints Resolution Specialist to join our team at SRG. As a key member of our Quality Assurance department, you will be responsible for managing and resolving customer complaints in a timely and professional manner.
Key Responsibilities- Complaint Intake and Management: Receive and process customer complaints, identifying the root cause and implementing corrective actions to prevent future occurrences.
- Communication and Coordination: Collaborate with internal stakeholders, including affiliate CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance, to ensure effective communication and resolution of customer complaints.
- Documentation and Reporting: Maintain accurate and detailed records of customer complaints, including investigation results and corrective actions taken.
- Subject Matter Expertise: Serve as a subject matter expert for designated products within the team, providing guidance and support to colleagues as needed.
- Process Improvement: Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of our complaint management process.
- Collaboration and Teamwork: Work closely with cross-functional teams, including Medical Information, Regulatory Affairs, and Pharmacovigilance, to address customer complaints and resolve issues.
- Education: High school diploma or equivalent required; college or a 2-year Associate Degree preferred.
- Experience: Minimum 2 years of experience in a Quality environment or customer service support role, preferably in a healthcare setting.
- Skills: Strong attention to detail, critical thinking, and ability to work independently with minimal 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.
At SRG, we value our employees and offer a dynamic and supportive work environment. We are committed to providing opportunities for growth and development, and we strive to make a positive impact in the communities we serve.
