Job Description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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for Medical Devices Complaint Investigation-
Receives customer Complaints through calls/emails/faxes

Ensures accurate capture and entry of Complaint information Owns Complaint handling process Assesses Complaints (events) for reportability Follow-ups for additional information and product returns Primary, single source customer contact Responsible for gathering event registration information (as defined by
SOP's) from customers

Owns and manages the event through registration through potential
regulatory reporting, sample retrieval, investigation, provide customer


response and ultimately to closure/reopening as needed

Responsible for contacting SME's, Team Lead as needed to obtain
complaint closure

Responsible in timely escalation of significant events to the Team Lead Keeps oneself updated, aware of, and compliant to all Buyer policies
and procedures which include Information Security Management


Systems

Keeps all Buyer information which includes customer information
confidential and secured

Performs reviews and assessments of complaints processed by peers as
part of cross utilization approach

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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

+ Undertake product trainings to stay current with product features, changes and updates
+ Enroll in product specific and any other trainings per client requirements/recommendations
+ Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
+ Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No

Performance Parameter

Measure

1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback


2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed


Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device).


Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.