Subject Matter Expert

JOB DESCRIPTION

• Day-to-day calls/transaction monitoring of complaints processed by Complaint Evaluators / Investigators
• Conducts knowledge calibration sessions for Complaint Evaluators / Investigators who fail to meet metrics
• Evaluates, encodes, and maintains Quality Records based from the Product Issues processed by the Complaint Evaluators / Investigators
• Has clear understanding of customer KPIs.
• Understands relationship between PFMEA and Quality Control Plan
• Executes Quality Control Plan as prescribed.
• Remediates any disconnects and misunderstanding with the process through calibrations, coaching, and facilitated client communications.
• Prepares and produces cyclical reports pertaining to quartile movements, top defect analysis, coaching logs, minutes of meetings, gauge R&Rs, and process updates.
• Responsible in timely escalation of significant events to the Team Lead/Group Lead
• Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keeps all company information which includes customer information confidential and secured

Requirements

Qualifications

• Bachelors of Science in Nursing, Pharmacy or any Life Science course graduate
• Preferably with clinical experience and/or a Registered Nurse/Pharmacist
• 2-3 years of work experience preferably in a similar process/clinical experience

Mandatory Skills

• Able to write effective medical narratives regarding product issues or cases.
• Must be able to properly use and navigate tools and MS Office.
• Able to communicate professionally and concisely to all business partners and other Wipro employees.
• Able to think critically to determine the type of questions which need to be asked to gather necessary information
• Good problem solving and analytical skills
• Good customer service skills

Benefits

• Performance Bonus
• Telecommunication Allowance
• Other Allowances