Associate - Triage Analyst – German

2 tygodni temu

Kraków, Lesser Poland Summa Linguae Technologies Pełny etat
The Triage Analyst PositionThe Triage Analyst plays a crucial role in the global complaint handling team, ensuring that client quality system requirements regarding the global triage process are effectively established and maintained in compliance with relevant regulations. This role involves daily tasks to determine if a customer inquiry qualifies as a medical device complaint. The Triage Analyst also contributes to Data Surveillance & Complaint Evaluation activities within the triage process.

Responsibilities
  • Monitor source (data entry) system updates.
  • Update information from source systems in English into the Global Complaint Handling System (GCHS).
  • Communicate new or updated information from a complaint to the Complaint Owner.
  • Enter customer inquiries into GCHS for specific sources.
  • Assist Global Complaints Handling Management in identifying and resolving quality issues related to complaints.
  • Maintain quality records to ensure global compliance.
  • Perform due diligence tasks by reaching out to customers in their local language for wrong or missing information.
  • Close customer inquiries that do not meet the definition of a medical device complaint.
  • Convert customer inquiries into medical device complaints within specified timelines.
  • Translate triage data records into local language & English, when necessary.
  • Collaborate with stakeholders involved in the triage process such as quality analysts, complaint owners, training teams, and regional leaders.
  • Assist in identifying and resolving quality issues associated with the triage process, supporting QA (Quality Assurance) teams in their activities.

Qualifications / SkillsetMinimum qualifications:
  • Bachelor's degree with 3-5 years of experience in customer service and B2B customer support.
  • Native German speaker with proficiency in English and German (Written, Reading, Speaking & Listening), having served customers in the EMEA region.

Encouraged Qualifications / Desired Skills
  • Proficiency in speaking/reading/writing multiple EU languages.
  • Effective prioritization and workload management skills.
  • Knowledge of various software/database sources.
  • Friendly, patient, and customer-centric approach.

The client is committed to diversity and is an Equal Opportunity Employer, considering all applicants for positions regardless of race, color, religion, 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 law.

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