TEAM LEADER - MEDICAL DEVICE COMPLAINTS HANDLING

PRINCIPAL RESPONSIBILITIES:

• Overall responsibility for achieving Client’s service level expectations and maintaining high quality delivery.

• Responsible for improvement initiatives and enhancing complaints intake and management process efficiencies.

• Has clear understanding of customer KPIs.

• Understands relationship between PFMEA and Quality Control Plan.

• Identifies and coordinates PFMEA/ Quality Control Plan improvements.

• Manages efficient work allocation and tracks the overall performance of team members.

• Manages daily team attendance.

• Manages team attrition.

• Ensures floor policies are followed.

• Manages administrative tasks.

• 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.

SKILLS REQUIRED:

• Able to write effective medical narratives regarding product issues or cases.

• Must be able to properly use and navigate medical device 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.

CANDIDATE SPECIFICATIONS:

• Bachelor of Science in Nursing, Pharmacy, Physical Therapist or any Allied Sciences course graduate

• Preferably with clinical and medical device complaints handling experience

• 3-4 years of people management/ relevant experience