Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Senior Triage Specialist- Senior Process Associate -Spanish – Remote EMEA
Role: The Senior Triage Specialist is an integral member of the global complaint handling team whose primary role is to ensure that the client quality system requirements in relation to the global triage process are effectively established and maintained in accordance with applicable regulations. In this role, the candidate will be performing the day-to-day task to determine if a customer inquiry meets the definition of a medical device complaint. The Senior Triage Specialist will contribute towards the Data Surveillance & Complaint Evaluation activities involved in the triage process.
Responsibilities Qualifications and skills
• In the Global Triage process, as a Senior Triage Specialist you will be responsible for some, or all the activities below related to Data Surveillance and Complaint evaluation and will perform these activities as agreed with your triage process operations management team:
Monitoring source (data entry) system updates
Updating information from source systems in English into the Global Complaint Handling System (GCHS)
Communicating to the Complaint Owner new or updated information from a complaint on the required language defined by the process
Communicating with the triage complaint evaluator team in case of need for new or updated information from an inquiry
Entering customer inquiries into GCHS for specific sources
Communicating and collaborating with other triage team members
Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints.
Maintaining quality records to ensure compliance with Client requirements.
Evaluating customer inquiries and ensuring completeness of records
Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language
Closing customer inquiries if it does not meet the definition of a medical device complaint.
Closing customer complaints if the record is a duplicate.
Converting customer inquiries into medical device complaints within a defined timeline
Performing translation of triage data records into local language & English, as applicable
Re-evaluating closed customer inquiry as non-complaint from new or updated information
Communicating and collaborating with other quality analysts, complaint owners, training teams
Perform activities without deviating as per the SOPs, Work Instructions, Job Aids and training materials provided by the triage management team
Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities
Serving as a backup for other Triage analysts to maintain staffing levels.
Attend ad-hoc project tasks allocated by the management related to the triage scope as a team member of the project if asked
Understanding the KPIs and SLAs the Triage Analyst work is being measured on and work accordingly
Minimum qualifications
Bachelor of Science degree with a minimum years of experience in supporting customer service or support operations
3 years of experience in healthcare domain will be a great advantage
Should have worked for customers in the EMEA region
Local language of the hired position and English skills to be at C1/C2 levels in Written, Reading, Speaking & Listening
Preferred Qualifications
Experience in Medical Device / Healthcare domain
Demonstrated working knowledge of Medical Device Quality Systems regulations including ISO 13485, 21CFR820, and 21CFR803
Knowing to speak/read/write in more than one EU languages will be an added advantage, above C1 level you may be required to provide support on that language
Ability to effectively prioritize and manage workload.
Knowledge / ability to utilize various software / database sources
Friendly, patient, with a high sense of customer care
“What can we offer?
Multicultural and very diverse environment with people from over 30 countries
Genpact supports language courses, professional trainings, personal development
Friendly working environment (Best Office Award 2015), including gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus
Great career-development opportunities
Opportunities to leverage your accounting and finance skills
Opportunity for process improvement/simplification/standardization
Flexible working hours/home office”
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a ‘starter kit,’ paying to apply, or purchasing equipment or training.
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