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AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Complaint Intake Analyst II

Primary Warsaw, Poland Req ID 2212317 Category Quality Assurance Division AbbVie

The Complaint Intake Analyst II works to support Post Market Quality Assurance (PMQA) through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer. They will ensure accuracy of data from the customer in order to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules. They will also handle escalations for complex complaints. They will also serve as a subject matter expert in designated products.         



•Completes the intake process of complaints through phone, email and OneTrack.
•Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data
•Conducts the initial identification of the complaint code
•Coordinate the logistics for the complaint samples
•Partner with internal stakeholders for adverse events
•Supports more complex complaints that are escalates
•Serves as a Subject Matter Expert for a designated product within the team
•Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
•Leads translation services for reporting
•Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create

  • High school diploma or equivalent required. 
  • Experience in a Quality environment or customer service, preferably in a healthcare setting
  • Strong attention to detail, critical thinking, and can work independently with minimal direction
  • High quality customer service skills
  • Ability to express ideas clearly in both written and oral communications
  • Fluent English
Travel: No
Job Type: Experienced
Schedule: Full-time

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