Associate - Triage Analyst - German

The Triage Analyst 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 Analyst will contribute towards the Data Surveillance & Complaint Evaluation activities involved in the triage process.

Responsibilities

In the Global Triage process, as a Triage Analyst 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.
• Entering customer inquiries into GCHS for specific sources.
• 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.
• 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.
• Converting customer inquiries into medical device complaints within a defined timeline.
• Performing translation of triage data records into local language & English, as applicable.
• Communicating and collaborating with other stakeholders involved in the triage process including quality analysts, complaint owners, training teams, regional leaders, local intake teams.
• Assisting in the successful identification and resolution of quality issues associated with triage process. Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities.

Qualifications / Skillset

Minimum qualifications

• Bachelor with a minimum of 3- 5 years of experience in supporting customer service and B2B customer expertise
• Native speaker of German and good command in English and German. Must be an expert in Written, Reading, Speaking & Listening
• Should have worked for customers in the EMEA region

Encouraged Qualifications / Desired Skills

• Ability 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

The client 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.