Analyst, Product Complaint I

About the role

AbbVie is seeking an Analyst, Product Complaint I to manage inbound and outbound interactions with patients, healthcare professionals and customers. The role ensures accurate identification, documentation and routing of product quality complaints and related safety information while delivering a high‑quality customer experience.

Key responsibilities

• Handle inbound and outbound contacts via phone, email and other channels, providing empathetic and professional service.
• Identify product complaints and adverse events, following approved intake and reporting procedures.
• Collect and record detailed complaint information (product name, lot/batch number, expiration date, issue description, contact data, sample availability, outcome).
• Create and maintain complaint records in designated systems, ensuring compliance with SOPs.
• Conduct follow‑up calls to obtain missing information and coordinate with pharmacies, clinics or third parties as needed.
• Provide status updates to callers while respecting confidentiality and internal processes.
• Adhere to global and local procedures for product quality complaints, safety reporting, data privacy and call handling.
• Escalate complex or sensitive cases to senior analysts, quality or safety teams.

Required profile

• Previous experience in a contact centre, customer service, healthcare support, pharmacovigilance or quality‑complaint environment (preferred).
• Bachelor’s degree strongly preferred.

Required skills