Senior Triage Specialist- Senior Process Associate -Spanish – Remote EMEA

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Senior Triage Specialist- Senior Process Associate -Spanish – Remote EMEA</span><span id="requisitionDescriptionInterface.ID1489.row1" title="">-</span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">ANA016137</span><p></p><span id="requisitionDescriptionInterface.ID1511.row1" title=""><p>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.</p> <p><br/> <br/>Inviting applications for the role of Senior Triage Specialist- Senior Process Associate -Spanish – Remote EMEA</p> <p>Role: 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 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 Senior Triage Specialist will contribute towards the Data Surveillance &amp; Complaint Evaluation activities involved in the triage process.<br/>Responsibilities Qualifications and skills<br/>• • 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:<br/>• Monitoring source (data entry) system updates<br/>• Updating information from source systems in English into the Global Complaint Handling System (GCHS)<br/>• Communicating to the Complaint Owner new or updated information from a complaint on the required language defined by the process<br/>• Communicating with the triage complaint evaluator team in case of need for new or updated information from an inquiry<br/>• Entering customer inquiries into GCHS for specific sources<br/>• Communicating and collaborating with other triage team members<br/>• Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints.<br/>• Maintaining quality records to ensure compliance with Client requirements.<br/>• Evaluating customer inquiries and ensuring completeness of records<br/>• Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language<br/>• Closing customer inquiries if it does not meet the definition of a medical device complaint.<br/>• Closing customer complaints if the record is a duplicate.<br/>• Converting customer inquiries into medical device complaints within a defined timeline<br/>• Performing translation of triage data records into local language &amp; English, as applicable<br/>• Re-evaluating closed customer inquiry as non-complaint from new or updated information<br/>• Communicating and collaborating with other quality analysts, complaint owners, training teams<br/>• Perform activities without deviating as per the SOPs, Work Instructions, Job Aids and training materials provided by the triage management team<br/>• Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities<br/>• Serving as a backup for other Triage analysts to maintain staffing levels.<br/>• Attend ad-hoc project tasks allocated by the management related to the triage scope as a team member of the project if asked<br/>• Understanding the KPIs and SLAs the Triage Analyst work is being measured on and work accordingly<br/>Minimum qualifications<br/>• Bachelor of Science degree with a minimum years of experience in supporting customer service or support operations<br/>• 3 years of experience in healthcare domain will be a great advantage<br/>• Should have worked for customers in the EMEA region<br/>• Local language of the hired position and English skills to be at C1/C2 levels in Written, Reading, Speaking &amp; Listening</p> <p>Preferred Qualifications</p> <p>• Experience in Medical Device / Healthcare domain<br/>• Demonstrated working knowledge of Medical Device Quality Systems regulations including ISO 13485, 21CFR820, and 21CFR803<br/>• 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<br/>• Ability to effectively prioritize and manage workload.<br/>• Knowledge / ability to utilize variou