Embrace a global career with Cognizant - a leading organization catering to diverse industries worldwide. Our practice areas and supportive functions offer a vast array of opportunities for your talents. With a team of over 270,000 skilled associates, we are committed to Solving client issues and empowering them in the digital era. And that's not all - we have great news! We have expanded HMO coverage. Now is the time to give back to your loved ones with healthcare coverage. Plus, as part of our dedication to your growth, the Cognizant Learn Academy offers free training! Step into the future with us and become a part of Cognizant's success story!
Why Join Us
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Position Summary:
- Handle inbound product quality complaints received through phone calls, emails, and internal reporting systems from patients, consumers, pharmacists, and healthcare providers.
- Collect detailed and accurate product and complaint information, such as product name, lot/batch number, and description of the issue.
- Ask clarifying questions to ensure all relevant details are obtained.
- Conduct structured interviews to collect accurate, complete, and compliant product quality information, ensuring capture of all required details such as product identification, lot/batch number, description of defect, device malfunction, packaging issues, and any related outcomes.
- Document all product quality complaints in the Client's Quality Management or Complaint Handling System in accordance with regulatory and internal quality standards.
- Ensure accurate, complete, and consistent data entry across PQC reports and notes, emphasizing timeliness and documentation quality to support regulatory compliance and product investigations.
- Correctly classify product issues such as product defects, device malfunctions, labeling errors, incorrect product appearance, packaging integrity issues, suspected contamination, temperature excursions, or suspected counterfeit products.
- Assess complaints for potential safety impact and escalate appropriately, including routing to Pharmacovigilance (Safety) for any complaint involving patient harm or associated adverse events.
- Perform outbound follow-up calls to patients, consumers, pharmacies, or healthcare providers to obtain missing information, clarify complaint details, or request supporting materials such as photographs or product samples.
- Maintain strict adherence to company SOPs, Good Documentation Practices, complaint handling requirements, confidentiality standards, and regulatory guidelines.
- Communicate effectively and professionally across all interactions by actively listening, asking clarifying questions, and demonstrating empathy to ensure complete and accurate information capture.
- Collaborate with internal quality, manufacturing, regulatory, and cross-functional teams to support product investigations, trend identification, and resolution of quality issues.
- Proactively identify and communicate potential quality concerns, recurring issues, or investigation‑impacting gaps to Team Leaders and Managers.
- Contribute to team knowledge-sharing, process improvement initiatives, and training of peers on standard PQC intake procedures and quality systems.
- Work flexibly in a shifting schedule environment based on business needs and operational demands.
- Participate in ongoing training to stay current with product information, complaint handling requirements, and evolving quality and regulatory standards.
Qualification:
- At least 2nd‑year college completed; graduates of allied health programs such as Medical Technology, Physical Therapy, Occupational Therapy, Biology, Public Health, Psychology, Nurses and/or Pharmacists are preferred.
- At least 1 year of BPO – Healthcare voice experience
- Basic understanding of healthcare concepts, medicines, product handling, or medical devices
- Ability to identify and understand product complaints such as defects, packaging issues, or device concerns
- Strong communication skills for guiding callers in accurately describing product‑related problems
- Good attention to detail and ability to document information clearly and correctly
- Comfortable following structured processes and handling repetitive tasks with accuracy
- Experience in pharma, consumer health, medical devices, or a contact center is an advantage but not required
- During training, the role requires full‑time onsite reporting
- Once deployed to production, the role follows a hybrid work arrangement, subject to performance and operational requirements
- Hybrid eligibility may be adjusted based on quality scores, productivity metrics, attendance, and overall compliance
Your future starts here—grow, thrive, and make an impact with Cognizant.
