Genpact

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Job Description:

Inviting applications for the role of Complaint Evaluator

In this role, Genpact is seeking a dedicated individual to support our contract entitlement cleanup initiative utilizing Salesforce. The selected candidate will verify and attach contract details, ensure customer entitlements are correctly defined, update parameters according to defined standard work, and maintain a focus on efficiency and accuracy. Key responsibilities include tracking progress, reporting updates, and identifying opportunities for automation and continuous improvement.

Responsibilities

• Communicates verbally and in writing both internally and externally with client regarding information needed specific to new product complaints (e.g. physicians, hospital personnel, sales representatives, international offices), initiates and manages the complaint file Collaborating with local Complaint intake teams to verify or request additional information to help evaluate complaint.
• Collaboration within the team, peers and managers to provide update and share information. Participate and lead activities assigned by Manager and update internal and external stakeholders. Participate in client and team internal meetings / Conference calls as needed

Activity:

• Investigates complaints/events in a timely manner.
• Maintains accurate entry of complaints in database.
• Independently assesses the complaint to determine next steps and follows QMS process as agreed with client.
• Ensuring completeness of complaint records through Vigilance due diligence tasks.
• Ensuring completeness of records due to wrong/missing information due diligence tasks Initiating continuous improvement activities.
• Monitoring source (data entry) system updates Assisting Global Complaints
• Handling Management in the successful identification and resolution of quality issues associated with complaints
• Maintaining quality records to ensure compliance with global client´s requirements Serve as a backup for the Global Vigilance team to support high volume spikes Determine the severity of the problem and next actions.
• Entering info from the service report into the digital tool (ERP) - ETQ Make a decision and complete evaluation by classifying the issue into a tier.
• Explain complaint files during audit situations.
• Reviews files for closure and completeness. Determination if investigation is required (Tier determination) Final evaluation & closure of complaints
• Translate any document required from Spanish to English or English to Spanish
• Work any other activity related to an inquiry or complaint as part of the end to end cycle of the transaction or the end to end process

Qualifications we seek in you!

Minimum Qualifications

• Bachelor of Science , Engineering or Biomedical engineering degree
• medical device experience (i.e. LPN, Associate RN, X-Ray technician, Biomedical technician, Nurse) Critical thinking / decision making Administrative duties - precision, data accuracy Communications - investigative affinity Quality assurance background/medical device background.
• Potentially candidates with previous SQE or Technical support experience
• Asking the right questions Demonstrated working knowledge of Medical Device Quality Systems regulations (e.g. ISO 13485, EU-MDR 2017/745, 21CFR820)
• Is Great to have English Proficiency.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.