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
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
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