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Complaint Resolution Specialist

2 months ago

Marlow, United Kingdom SRG Full time
Job Description

We are seeking a highly skilled Complaint Intake Analyst to join our team at SRG. As a Complaint Intake Analyst, you will play a critical role in supporting our PMQA team by providing initial triage of complaints from all channels and serving as the first point of contact with customers.

Purpose:

The Complaint Intake Analyst will ensure accuracy of data from customers to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules. They will also handle escalations for complex complaints and serve as a subject matter expert in designated products.

Responsibilities:

  • Complete the intake process of complaints through phone and email into the Complaint Intake Systems, including translations from local language to English when required, the initial identification of the complaint code, conducting follow-up activities for missing information, coordinating the logistics of complaint sample returns, and communicating the results of the complaint investigations when requested/required.
  • Communicate and cooperate with customers and distributors involved in 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.
  • Support 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 documentation or SOP reviews when needed.
  • Partner with other departments to address queries/inquiries, e.g., Medical Info, Regulatory, PV.
  • Support management with any projects/process improvement initiatives.
  • Support management during audits and inspections.
  • Where applicable, make vigilance reporting decisions and prepare the relevant vigilance reports for submission to MOH.
  • Where applicable, translate vigilance reports into local language for submission to MOH.

Qualifications and Skills:

  • Must speak German or Dutch.
  • 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 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.
  • Computer skills and ability to navigate through software systems.
  • Strong prioritization and time management skills.
  • Fairly good command of the English language.