Complaint Processing Analyst I

About the role

AbbVie is seeking a Complaint Processing Analyst I to manage inbound and outbound interactions with patients, healthcare professionals, and customers. The analyst will accurately identify, document, and route product quality complaints and related safety information while ensuring a high‑quality customer experience.

Key responsibilities

• Handle inbound and outbound contacts via phone, email, and other channels, providing empathetic and clear service.
• Identify product complaints and adverse events, following appropriate intake and reporting procedures.
• Collect detailed complaint information (product name, lot/batch number, expiration date, issue description, contact data, sample availability, outcome).
• Create and update complaint records in designated systems, ensuring compliance with SOPs.
• Coordinate follow‑up calls to obtain missing data and liaise with pharmacies, clinics, or third parties as needed.
• Provide status updates to callers while respecting confidentiality and internal processes.
• Escalate complex or sensitive cases to senior analysts, quality, or safety teams.
• Participate in training on new products, complaint handling, systems, and SOP updates.

Required profile

• Bachelor’s degree (preferred fields not specified).
• Previous experience in a contact center, customer service, healthcare support, pharmacovigilance, or quality complaints environment is preferred.

Required skills