Triage Analyst – Domain Trainee – Danish – Remote EMEA/EU

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 the Triage Analyst – Domain Trainee – Danish – Remote EMEA/EU
The Triage Complaint Evaluator 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 Triage Complaint Evaluator is the single point of contact towards upstream (Data Surveillance).
Responsibilities
As a Global Triage Evaluation team member, you will be responsible for:
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
Translating customer input into English, as applicable
Re-evaluating closed customer inquiry as non-complaint from new or updated information
Collaborating with local intake teams
Initiating continuous improvement activities
Communicating and collaborating with the Triage Data Surveillance team
Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints
Maintaining quality records to ensure compliance with global requirements
Serving as a backup for the Global Vigilance team to support high volume spikes
Qualifications / Skillset
Minimum qualifications
Bachelor of Science degree with relevant years of experience in supporting customer service or support operations
Relevant years of experience in healthcare domain will be a great advantage
Should have worked for customers in the EMEA region
Native speaker of at least one EU language and English
Preferred Qualifications / Desired Skills
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
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 www.genpact.com and on , Facebook, LinkedIn, and YouTube.
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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