Job Summary
Contribute to medical device complaint management by capturing analyzing and tracking customer feedback with strong focus on accuracy and timely resolution. Apply proficiency in MS Excel to maintain structured records generate insights and support continuous improvement. Collaborate in a hybrid and rotational shift model to enhance customer experience and uphold patient safety standards.
Responsibilities
- Perform intake of medical device complaints by reviewing details shared by customers and internal teams ensuring accurate capture of all relevant information in aligned systems and templates
- Document complaint information thoroughly in predefined logs using MS Excel maintaining consistent structure data integrity and traceability across all records
- Analyze complaint trends through MS Excel based reports and pivot views to highlight recurring issues that may affect product performance customer experience and patient safety
- Coordinate with cross functional stakeholders in quality regulatory and service teams to support investigation activities by providing clear summaries and well organized complaint data
- Support creation of customer facing updates by preparing concise status summaries that reflect investigation progress and resolution timelines while maintaining a professional and empathetic tone
- Monitor complaint queues and aging reports to help ensure service levels are met escalating priority cases to relevant contacts so that customer commitments and compliance needs are supported
- Manage communication with customers in alignment with life sciences service excellence practices focusing on active listening issue clarification and clear expectation setting for resolution steps
- Maintain adherence to documented complaint handling procedures work instructions and applicable quality standards contributing to consistent and audit ready documentation at all times
- Utilize MS Excel to track key metrics such as volume closure times and category distribution enabling teams to identify improvement opportunities in complaint management workflows
- Collaborate with team members in a hybrid work model by participating in virtual and on site discussions sharing findings and aligning on best practices for handling recurring complaint scenarios
- Adapt to rotational shift schedules to provide timely support across different time windows ensuring that urgent complaints and customer queries receive prompt attention and follow up
- Contribute to continuous improvement efforts by capturing process gaps proposing practical enhancements and documenting learnings that can help refine customer and complaint management practices
- Adhere to confidentiality and data privacy expectations when handling customer and patient related information ensuring all records are secured and used only for authorized purposes
Qualifications
- Possess foundational experience or academic exposure in life sciences healthcare or a related technical field that supports understanding of medical device usage contexts and customer impact
- Demonstrate practical proficiency in MS Excel including data entry formulas sorting filtering and basic pivot tables to manage and analyze complaint datasets effectively
- Exhibit strong written and verbal communication skills that enable clear interaction with customers and internal stakeholders while documenting complaint narratives in an understandable manner
- Show familiarity with customer service principles in life sciences environments such as empathy active listening and structured follow up to help deliver consistent and respectful experiences
- Display awareness of basic complaint management concepts including case logging categorization investigation support and closure documentation even with limited professional experience
- Bring the ability to work accurately under time constraints in rotational shifts while maintaining attention to detail in all complaint entries and Excel based tracking activities
- Embrace a continuous learning mindset to understand medical device terminology quality requirements and evolving complaint handling procedures for improved contribution over time
Certifications Required
Preferred certifications include Six Sigma Yellow Belt or equivalent quality and customer service training related to complaint handling or medical devices
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
