Customer Complaint Analyst
Spectraforce Technologies, North Chicago, IL, United States
Duration: Full Time
Job Title: Complaint Intake Analyst I
Location: Waukegan, IL 60085
Hybrid: Tue-Thu In-Office | Mon & Fri Remote
Duration: 6 Months
Role Overview & Responsibilities:
This role is part of the PMQA team and serves as the first point of contact for customer complaints, including adverse events related to medical devices. The analyst will handle inbound complaints via phone, email, and internal systems, ensure accurate documentation, and perform initial triaging and coding.
Responsibilities include:
Call Handling & Work Environment
Qualifications:
Location: Waukegan, IL 60085
Hybrid: Tue-Thu In-Office | Mon & Fri Remote
Duration: 6 Months
Role Overview & Responsibilities:
This role is part of the PMQA team and serves as the first point of contact for customer complaints, including adverse events related to medical devices. The analyst will handle inbound complaints via phone, email, and internal systems, ensure accurate documentation, and perform initial triaging and coding.
Responsibilities include:
- Complaint Management: Execute the end-to-end intake process for complaints received via phone, email, and the OneTrack system.
- Data Assessment: Perform initial reviews of applications to identify missing information; lead the customer outreach process to obtain necessary data points.
- Triage & Coding: Conduct initial identification of complaint codes and determine the appropriate workflow based on established business rules.
- Operational Support: Coordinate logistics for complaint samples and partner with internal stakeholders regarding adverse events.
- Resolution Processing: Evaluate and decide if a replacement, credit, or warranty claim is necessary. Process these requests and notify relevant stakeholders accordingly.
- Communication: Identify the need for reply letters to customers regarding investigation results and collaborate with the processing team for drafting.
- Translation Services: Support and lead translation services for reporting requirements as needed.
Call Handling & Work Environment
- This is not a high-volume call center role; analysts typically handle 20-25 calls per day depending on volume
- Each call may take approximately 15-20 minutes due to regulatory requirements and detailed information gathering
- Work involves systems like NICE inContact (phone queue), OneTrack, and SAP S/4HANA
- Strong focus on accurate documentation, especially for adverse events.
Qualifications:
- 1-2 years of call center or customer-facing experience
- Strong communication skills and attention to detail
- Comfortable working with multiple systems and basic computer skills
- Healthcare, pharma, or medical device experience
- Complaint handling or adverse event experience
- Experience with NICE, OneTrack, or SAP