Complaint Intake Analyst

AbbVie; Madrid; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Complaint Intake Analyst to support their quality management processes. This role involves triaging complaints, ensuring data accuracy, and serving as the first point of contact for customers. You will handle escalated complaints, coordinate with various stakeholders, and act as a subject matter expert for designated products. The ideal candidate will possess strong customer service skills, attention to detail, and fluency in English and Spanish. Join a dynamic team where your contributions will enhance customer satisfaction and improve operational efficiency.

Formación

• High school diploma or equivalent required; college or associate degree preferred.
• Experience in a quality environment or customer service, preferably in healthcare.

Responsabilidades

• Complete complaint intake via phone and email, including translation when needed.
• Coordinate with local or global stakeholders in various departments.

Conocimientos

ArcGIS

GIS

Python

Data Management

Analysis Skills

Relational Databases

Computer Networking

Data Collection

Intelligence Community Experience

Intelligence Experience

Educación

High School Diploma

College or Associate Degree

Herramientas

Computer Systems

Descripción del empleo

The Complaint Intake Analyst supports PMQA by triaging complaints from all channels and serving as the first point of contact with customers. They ensure data accuracy, identify complaint codes, conduct data entry, and coordinate work according to established business rules. They handle escalations for complex complaints and serve as a subject matter expert in designated products.

Responsibilities:

1. Complete complaint intake via phone and email, including translation from local languages to English when needed, initial complaint coding, follow-up for missing information, and coordinating sample returns and communication of investigation results.
2. Communicate and cooperate with customers and distributors involved in complaints.
3. Coordinate with local or global stakeholders in departments such as CQA, Medical Information, Regulatory Affairs, and Pharmacovigilance.
4. Support escalated complex complaints.
5. Serve as a Subject Matter Expert for designated products.
6. Decide on replacement, credit, or warranty claims and notify stakeholders, or process these activities.
7. Partner with affiliates for translation or communication support as needed.
8. Assist management with projects, SOP reviews, audits, and inspections.
9. Make vigilance reporting decisions and prepare or translate reports for submission to MOH.

Additional Information:

• High school diploma or equivalent required; college or associate degree preferred.
• Experience in a quality environment or customer service, preferably in healthcare.
• Fluent in English and Spanish; additional European languages a plus.
• Attention to detail, critical thinking, and ability to work independently.
• Strong customer service skills and clear communication skills.
• Knowledge of pharmaceutical, biological, or device-related products and associated processes.
• Proficiency in computer systems and software navigation.
• Strong prioritization and time management skills.

AbbVie is an equal opportunity employer committed to diversity and inclusion. For more details and accommodations, visit our website.

Work Details:

Employment Type: Full-time

Key Skills:

ArcGIS, Intelligence Community Experience, GIS, Python, Computer Networking, Data Collection, Intelligence Experience, R, Relational Databases, Analysis Skills, Data Management, Application Development

Experience:

Years of experience not specified

Vacancy:

1