Day-to-day calls/transaction monitoring of complaints processed by Complaint Evaluators / Investigators
Conducts knowledge calibration sessions for Complaint Evaluators / Investigators who fail to meet metrics
Evaluates, encodes, and maintains Quality Records based from the Product Issues processed by the Complaint Evaluators / Investigators
Has clear understanding of customer KPIs.
Understands relationship between PFMEA and Quality Control Plan
Executes Quality Control Plan as prescribed.
Remediates any disconnects and misunderstanding with the process through calibrations, coaching, and facilitated client communications.
Prepares and produces cyclical reports pertaining to quartile movements, top defect analysis, coaching logs, minutes of meetings, gauge R&Rs, and process updates.
Responsible in timely escalation of significant events to the Team Lead/Group Lead
Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Keeps all company information which includes customer information confidential and secured
Requirements
Qualifications
Bachelors of Science in Nursing, Pharmacy or any Life Science course graduate
Preferably with clinical experience and/or a Registered Nurse/Pharmacist
2-3 years of work experience preferably in a similar process/clinical experience
Mandatory Skills
Able to write effective medical narratives regarding product issues or cases.
Must be able to properly use and navigate tools and MS Office.
Able to communicate professionally and concisely to all business partners and other Wipro employees.
Able to think critically to determine the type of questions which need to be asked to gather necessary information
Good problem solving and analytical skills
Good customer service skills
Benefits
Performance Bonus
Telecommunication Allowance
Other Allowances
Hiring criteria
You should have or be completing the following to apply for this opportunity.
Entry pathway
Degree or Certificate
Minimum Level of Study
Bachelor or higher
Study Field
M
Audiology
Speech Pathology
Biomedical Science
Chiropractic & Osteopathy
Dentistry & Dental Science
Exercise & Sports Science
Health Administration
Work rights
The opportunity is available to applicants in any of the following categories.