Medical Associate

Job Description

Job Title: Medical Associate

Req Id: 105802

City: Cebu

State/Province: Cebu State

Posting Start Date: 10/29/25

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

Job Description:

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

• Day-to-day complaint management of complaint records, including intake, follow up, triage and entry, in accordance with local and international regulations, guidelines, and applicable directives.

• Receipt of initial complaint from any source (external and internal) and ensuring all information/data is accurately captured at point of contact.

• Responding to all inbound calls regarding complaints. For any inquiries or issues that do not pertain to complaints, escalate them according to the established escalation procedures.

• Maintaining an understanding of information/data required to be collected for technical and adverse events/ reportable complaints to ensure compliance with regulations and directives.

• Reviewing complaint data, assessing against reporting requirements and escalating for additional potential safety evaluation.

• Performing intake / follow up / data entry activities and attaching corresponding source documents in a timely manner in a high volume, fast paced setting per requirements and directives.

• Reviewing record documentation and follow-up activities for completeness and timeliness. Closing files according to established guidelines to meet required timelines.

• Maintaining a working knowledge of company policies and procedures, departmental processes, and associated procedures and work instructions, Philips IGT devices for IFUs, Manuals, Promotional Material; coronary and therapeutic procedures.

• Informing management of potential safety issues, emerging trends and/or concerns.

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

• Responsible for contacting SME's, QAs, 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 Company and Customer policies and procedures, departmental processes, especially to associated procedures and work instructions relevant to the role

• Keeps all company information, which includes customer information, confidential and secured.

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• 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

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.