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With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We are harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we are calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Associate- Digital Support Analyst

We are inviting applications for the role of Digital Support Analyst to work in Healthcare Complaint Handling Process & Support Service and Operations Management.

Responsibilities

  • Handle technical and Non-technical queries from Product Surveillance Team, regarding open complaints.
  • Analyzing Service reports to resolve queries, assigning tasks created by product surveillance team to right Field Engineers.
  • Managing service follow-up communications, confirming satisfactory resolution of customers' service requests via email.
  • Effectively handling and closing potential reportable cases with zero late reportable to MDR.
  • Follow-up with service center managers on pending job orders.
  • Follow-up with regional heads and quality leaders for active complaints for which service team is unable to provide response to surveillance team.
  • Ensuring closure of service records on time to avoid delay in closure of complaint in Post Market Quality Management application.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Making Service Record quality matrices for performance and quality improvements.
  • Making Blitz Backlog report to highlight aged pending jobs.
  • Monitoring systems in operation and quickly troubleshoot errors.
  • Making PowerPoint presentation for quality and performance reviews.
  • Responsible for preparing and reporting out their own KPI’s and SLA’s.

Minimum Qualifications

  • Any graduate degree or equivalent with a strong academic record
  • Excellent communicate in English, in both written and oral forms
  • Basic knowledge of Microsoft Excel, Word and Power Point (Preferred intermediate).
  • Experience in Customer handling (beneficial).

Preferred Qualifications

  • Effective analyzing / understanding skills
  • Problem solving skills with customer centric approach Demonstrated proficiency with written English
  • Strong customer orientation, excellent phone etiquette and work ethics
  • Ability to effectively communicate technical issues, prioritize them and enjoy working with customers.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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.

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Confirmed 3 hours ago. Posted 7 days ago.

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