Customer Complaint Analyst
SPECTRAFORCE, Waukegan, IL, United States
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: Handling inbound calls and documenting complaints in OneTrack Gathering complete and accurate information from customers Identifying complaint codes and routing based on business rules Following up for missing details and supporting resolution (replacement, credit, warranty) Coordinating with internal teams and supporting customer communication
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 High School Diploma required (Associate degree preferred) 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
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: Handling inbound calls and documenting complaints in OneTrack Gathering complete and accurate information from customers Identifying complaint codes and routing based on business rules Following up for missing details and supporting resolution (replacement, credit, warranty) Coordinating with internal teams and supporting customer communication
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 High School Diploma required (Associate degree preferred) 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