About the Role
Execute basic activities for the EdTech educational teams and in some cases for regional activities, as well as other planned activities by the company that include services for HCPs participants in events and faculties.
There is an internal preidentified candidate, however all applicants will be reviewed.
Responsibilities
•Execute product complaint intake activities, ensuring timely and accurate processing of complaints in accordance with established procedures.
•Perform translation of event descriptions, when required, to ensure complete and accurate information is available to Franchise partners in the applicable systems.
•Prepare and send complaint acknowledgment letters to the sales force, confirming receipt of the complaint and providing the corresponding reference number.
•Prepare and distribute complaint closure letters in the local language, when applicable.
•Support training and awareness activities for the sales force related to Product Complaint processes and requirements.
•Support internal and external audits by preparing and providing product complaint documentation and related records.
•Maintain accurate complaint records and ensure compliance with quality and regulatory requirements.
•Support the maintenance and update of Product Complaint dashboards and reports, ensuring data accuracy and timely availability of information for stakeholders.
Essential Knowledge and Skills
Education:
•Bachelor's Degree in Pharmacy, Life Sciences, Engineering, Healthcare, or a related discipline.
Experience:
•Minimum of 1 year of professional experience, preferably in Quality, Regulatory Affairs, Complaint Handling, or a related field.
•Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
Languages:
•Trilingual (English - advanced, Spanish - advanced, Portuguese - advanced).
Desirable:
•Knowledge in Power BI and ECM system.
Core competencies required:
•Attention to Detail: Demonstrates accuracy and thoroughness in complaint intake activities, ensuring data integrity and compliance with procedures.
•Communication Skills: Effectively communicates in written and verbal formats, preparing customer-facing correspondence and collaborating with internal stakeholders.
•Organizational Skills: Ability to prioritize tasks, manage multiple activities simultaneously, and meet established deadlines.
•Analytical Skills: Capable of reviewing complaint information, identifying relevant details, and supporting accurate documentation and escalation when necessary.
•Team Collaboration: Works effectively across functions and supports training, audit, and operational activities in a collaborative environment.
•Customer Focus: Understands the importance of accurate and timely complaint handling in delivering a positive customer experience and maintaining product quality standards.
Job Details
•Job Function: Quality
•Job Sub Function: Customer/Commercial Quality
•Job Category: Professional
•Location: São Paulo, Brazil
•Work format: Hybrid
