Complaint Processing Analyst I

About the role

The Complaint Processing Analyst I handles inbound and outbound interactions with patients, healthcare professionals and customers, ensuring accurate identification, documentation and routing of product quality complaints and safety information.

Key responsibilities

• Manage phone, email and other channel contacts, providing empathetic service while following approved scripts and FAQs.
• Identify product complaints and adverse events, collect required details, and create or update complaint records in designated systems.
• Perform follow‑up calls to obtain missing information, coordinate with pharmacies or clinics, and provide status updates while maintaining confidentiality.
• Adhere to global and local procedures for quality complaints, safety reporting and data privacy, escalating complex cases as needed.

Required profile

• Bachelor’s degree, preferably in life sciences, pharmacy, nursing or a related scientific field.
• Previous experience in a contact centre, customer service, healthcare support, pharmacovigilance or quality complaints environment.
• Strong verbal and written communication skills, high attention to detail and ability to stay calm on sensitive calls.

Required skills

• Proficiency with multiple systems simultaneously (CRM, complaint management platforms, call handling tools).
• Advanced English (B2+/C1) and local language proficiency.

What we offer

• Comprehensive medical and dental insurance.
• Extended vacation days beyond legal requirements.
• Hybrid work model with two days per week remote for eligible positions.
• Life insurance, employee assistance program, on‑site health services, paid volunteer day, special leave for personal events, employee stock purchase plan, transportation and meal subsidies.