Affiliate Complaints Manager

Australia, New South Wales, Barangaroo

This is a newly created role reporting into the Head of Quality, based in our exciting new offices in Barangaroo in the heart of Sydney CBD. Roche offers many benefits including onsite barista and flexible working arrangements. 

  • Ensure the Quality Plan is rolled out and all targets are achieved.
  • Support the Quality Team in achieving Annual Quality Targets.
  • Primarily responsible for product complaints (PCs) initiation, investigation and closure expectations including timelines, escalation and trend analyses reporting.
  • GPCS Role: Affiliate Complaint Manager, Initiator, Call Intake
    • Initiate, investigate and close product complaints 
    • Notifies Drug Safety Affiliate of Adverse Event in accordance with dir000166
    • Communicate complaint investigation results to Complainant and Drug Safety, as applicable
    • Perform periodic product complaint trend analyses .
    • Perform oversight of customer call centers that receive and/or initiate product complaint records on behalf of the Affiliate Complaint Management office that includes:
    • Maintain a list of all customer call centers operating in their country
    • Maintain a contract that includes complaint handling and reporting
    • requirements with each customer call center. If a call center
    • sub-contracts any of their duties to another party, this requirement
    • also applies to their sub-contractors.
    • Ensure call center personnel are trained on product complaint
    • identification and reporting requirements using global training materials approved by GCM
    • Ensure training is delivered to call centers upon initiation 
    • Ensure a review is performed for all calls received by Call Intake Groups to confirm accurate product complaint identification and reporting