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Inviting applications for the role of Triage Operations Senior Process Associate Swedish Remote Hungary

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 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

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.

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

experience in supporting customer service or support operations

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/ Skills

Experience in Medical Device / Healthcare domain

Demonstrated working knowledge of Medical Device Quality Systems regulations including ISOCFR820 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

Why join Genpact

• Be a transformation leader Work at the cutting edge of AI automation and digital innovation

• Make an impact Drive change for global enterprises and solve business challenges that matter

• Accelerate your career Get hands-on experience mentorship and continuous learning opportunities

• Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day

• Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.

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 respect and integrity customer focus and innovation.
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.