Subject Matter Expert

2 days ago

Cebu City, Central Visayas, Philippines Trinity Workforce Solutions Full time ₱1,200,000 - ₱2,400,000 per year


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

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