Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Senior Triage Specialist- Senior Process Associate –German – Hybrid Budapest
Role: The Senior Triage Specialist is an integral member of the global complaint handling team whose primary role is to ensure that the client quality system requirements in relation to the global triage process are effectively established and maintained in accordance with applicable regulations. In this role, the candidate will be performing the day-to-day task to determine if a customer inquiry meets the definition of a medical device complaint. The Senior Triage Specialist will contribute towards the Data Surveillance & Complaint Evaluation activities involved in the triage process.

Responsibilities

• In the Global Triage process, as a Senior Triage Specialist you will be responsible for some, or all the activities below related to Data Surveillance and Complaint evaluation and will perform these activities as agreed with your triage process operations management team:
• Monitoring source (data entry) system updates
• Updating information from source systems in English into the Global Complaint Handling System (GCHS)
• Communicating to the Complaint Owner new or updated information from a complaint on the required language defined by the process
• Communicating with the triage complaint evaluator team in case of need for new or updated information from an inquiry
• Entering customer inquiries into GCHS for specific sources
• Communicating and collaborating with other triage team members
• Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints.
• Maintaining quality records to ensure compliance with Client requirements.
• Evaluating customer inquiries and ensuring completeness of records
• Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language
• Closing customer inquiries if it does not meet the definition of a medical device complaint.
• Closing customer complaints if the record is a duplicate.
• Converting customer inquiries into medical device complaints within a defined timeline
• Performing translation of triage data records into local language & English, as applicable
• Re-evaluating closed customer inquiry as non-complaint from new or updated information
• Communicating and collaborating with other quality analysts, complaint owners, training teams
• Perform activities without deviating as per the SOPs, Work Instructions, Job Aids and training materials provided by the triage management team
• Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities
• Serving as a backup for other Triage analysts to maintain staffing levels.
• Attend ad-hoc project tasks allocated by the management related to the triage scope as a team member of the project if asked
• Understanding the KPIs and SLAs the Triage Analyst work is being measured on and work accordingly

Minimum qualifications

• Bachelor of Science degree with a minimum years of experience in supporting customer service or support operations
• Relevant years of experience in healthcare domain will be a great advantage
• Should have worked for customers in the EMEA region
• Local language of the hired position and English skills to be at C1/C2 levels in Written, Reading, Speaking & Listening

Preferred Qualifications

• Experience in Medical Device / Healthcare domain
• Demonstrated working knowledge of Medical Device Quality Systems regulations including ISO 13485, 21CFR820, and 21CFR803
• Knowing to speak/read/write in more than one EU languages will be an added advantage, above C1 level you may be required to provide support on that language
• Ability to effectively prioritize and manage workload.
• Knowledge / ability to utilize various software / database sources
• Friendly, patient, with a high sense of customer care

“What can we offer?
Multicultural and very diverse environment with people from over 30 countries
Genpact supports language courses, professional trainings, personal development
Friendly working environment (Best Office Award 2015), including gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus
Great career-development opportunities
Opportunities to leverage your accounting and finance skills
Opportunity for process improvement/simplification/standardization
Flexible working hours/home office”
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a ‘starter kit,’ paying to apply, or purchasing equipment or training.
JobSenior Process Associate
Primary LocationHungary-Budapest
ScheduleFull-time
Education LevelMaster’s / Equivalent
Job PostingFeb 7, 2025, 9:39:50 PM
Unposting DateMar 10, 2025, 1:29:00 PM
Master Skills ListOperations
Job CategoryFull Tim

• In the Global Triage process, as a Senior Triage Specialist you will be responsible for some, or all the activities below related to Data Surveillance and Complaint evaluation and will perform these activities as agreed with your triage process operations management team:
• Monitoring source (data entry) system updates
• Updating information from source systems in English into the Global Complaint Handling System (GCHS)
• Communicating to the Complaint Owner new or updated information from a complaint on the required language defined by the process
• Communicating with the triage complaint evaluator team in case of need for new or updated information from an inquiry
• Entering customer inquiries into GCHS for specific sources
• Communicating and collaborating with other triage team members
• Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints.
• Maintaining quality records to ensure compliance with Client requirements.
• Evaluating customer inquiries and ensuring completeness of records
• Performing due diligence tasks due to wrong or missing information, by contacting customers in their local language
• Closing customer inquiries if it does not meet the definition of a medical device complaint.
• Closing customer complaints if the record is a duplicate.
• Converting customer inquiries into medical device complaints within a defined timeline
• Performing translation of triage data records into local language & English, as applicable
• Re-evaluating closed customer inquiry as non-complaint from new or updated information
• Communicating and collaborating with other quality analysts, complaint owners, training teams
• Perform activities without deviating as per the SOPs, Work Instructions, Job Aids and training materials provided by the triage management team
• Provide necessary support to QA (Quality Assurance) teams to ensure performance of QA activities
• Serving as a backup for other Triage analysts to maintain staffing levels.
• Attend ad-hoc project tasks allocated by the management related to the triage scope as a team member of the project if asked
• Understanding the KPIs and SLAs the Triage Analyst work is being measured on and work accordingl