Triage Evaluator – Domain Trainee – Italian – Remote EMEA/EU

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
Inviting applications for the role of the Triage Evaluator – Domain Trainee – Italian – 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 experience in supporting customer service or support operations

Relevant experience in healthcare domain will be a great advantage

Should have worked for customers in the EMEA region

Native speaker of Italian and good command in English

Encouraged 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

Work Timings

Business Days – Monday to Friday, 9am to 5pm, CET

Weekend Support – Saturday, 9am to 5pm, CET. Additional benefits shall be provided for associates supporting on Saturdays.

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. For more information, visit www.genpact.com. Follow us on Twitter, 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.

Genpact