Triage Analyst - Senior Process Associate - German - Remote RO!

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 - Senior Process Associate - German - Remote RO!

If you are willing to take up a new challenge and find yourself easily in the operations support for the customer - seems we have just a perfect job offer!

Role Description

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

• 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 X, 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.