Complaint Intake Analyst - Madrid, España - ABBVIE

ABBVIE

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Title:
Complaint Intake Analyst II

Purpose:

Responsibilities:

Communication and cooperation with customers and distributors involved in the 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
Supports 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 projects / process improvement initiatives, any documentation or SOP reviews and during audits and inspections
Where applicable, make vigilance reporting decisions and prepare and/ or translate (into local language) the relevant vigilance reports for submission to MOH.

Qualifications and Skills:

High school diploma or equivalent required. College or a 2year 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 can work independently with mínimal 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
A fairly good command of the English