Wipro hiring Freshers Pharmacy, Bachelors of Science in Nursing or any Life Science course graduate at Kolkata, India
JOB DESCRIPTION OF A COMPLAINT EVALUATOR
Function: Operations
Job: Complaint Evaluator (AA)
Location: Kolkata
Reporting to: Team Leader / Group Leader
PRINCIPAL RESPONSIBILITIES:
Owns the complaint handling process including
o Complaint evaluation including adverse event reporting decisions, coding, follow
up for additional information and closure of records
o Initiating Good Faith Effort (GFE) and Follow-ups for additional information and
product returns
o Assessment of Complaints (events) for proposed MDR reportability and submits
assessment to client and/or submits directly to the regulatory authority
Owns the complaint investigation activities including:
o Assessment of the accuracy of the hazard code assigned to the record
o Run the decision tree based on the information available in the complaint record
o Reportability assessment
o Complete good faith effort for missing information (NR)
o Failure code assignments (NR)
o Risk Level Assignment(NR)
o Complaint Review and Closure
Performs reviews and assessments of complaints processed by peers as part of cross
utilization approach
Responsible for contacting SME’s, QAs, Team Lead as needed to obtain complaint closure
Responsible in timely escalation of significant events to the Team Lead
Keeps oneself updated, aware of, and compliant to all Company and Customer policies
and procedures which include Information Security Management Systems
Keeps all company information which includes customer information confidential and
secured
SKILLS REQUIRED:
Able to write effective Medical and Technical narratives regarding the complaints
Able to create Customer Letters, if required
Must have good computer skills, effective keyboarding skills
Must have excellent telephonic and listening skills
Able to think critically to determine the type of questions which need to be asked to
gather necessary information
Good problem solving and analytical skills
Good customer service skills
CANDIDATE SPECIFICATIONS:
Bachelors of Science in Nursing, Pharmacy or any Life Science course graduate
Preferably with clinical experience and/or a Registered Nurse/Pharmacist
0-1 year experience in any BPO and/or customer communication experience preferred
Roles & Responsibilities:
, Behavioural – interpersonal and influence management skills , Behavioural – Knowledge of Customer’s Culture. , Domain – Domain knowledge / Customer Centricity / Commitment
Qualifications:
B.E, B.Pharma,M.Phram
