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
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.