Consumer Incident & Complaint Management Specialist

Job Description

Consumer Incident & Complaint Management Specialist

Location: Coimbatore
Experience: 2-5 Years

Choosing Capgemini means choosing a place where you'll be empowered to shape your career, supported by a collaborative global community, and inspired to reimagine what's possible. Join us in helping leading Life Sciences and Healthcare organizations maintain the highest standards of product quality, regulatory compliance, and consumer safety.

Your Role

As a Consumer Incident & Complaint Management Specialist, you will play a critical role in ensuring timely, accurate, and compliant processing of consumer incidents and product quality complaints. You will support quality operations by reviewing complaint records, maintaining data integrity, coordinating stakeholder actions, and ensuring compliance with regulatory and quality standards.

In this role, you will:

• Review consumer incident and product complaint records for completeness, accuracy, consistency, traceability, and required product information.
• Validate complaint narratives, product details, traceability codes, issue categorization, attachments, and supporting documentation before downstream processing.
• Manage assigned complaint queues, exception reports, aging records, and closure status while ensuring SLA adherence.
• Coordinate with intake teams, quality functions, business stakeholders, technical teams, and product owners for clarification and data correction activities.
• Identify potential safety, quality, regulatory, or recurring product signals and escalate them through approved processes.
• Maintain complaint records and supporting evidence within CID, complaint intake platforms, eQMS systems, or approved repositories while complying with security and privacy requirements.
• Prepare operational reports covering complaint volumes, quality trends, data integrity metrics, backlog status, KPI/SLA performance, and exception management.
• Support investigations, CAPA activities, audit readiness programs, regulatory inspections, training initiatives, and process improvement projects.
• Ensure adherence to Quality Management System (QMS) requirements, controlled documentation practices, and data integrity standards.

Your Profile

• Strong Life Sciences, Pharmaceutical, Biotechnology, Medical Device, Healthcare, or regulated industry domain knowledge.
• Hands-on experience in Compliance, Regulatory Operations, Quality Assurance, Quality Systems, or regulated operational environments.
• Working knowledge of QMS principles, data integrity requirements, controlled documentation, audit readiness, and compliance procedures.
• Experience handling complaint records, post-market quality cases, investigations, quality events, or case processing activities.

What You'll Love About Working Here

• Work with leading global Life Sciences and Healthcare clients.
• Gain exposure to regulated quality and compliance operations.
• Opportunities to work on quality transformation and process excellence initiatives.
• Access to continuous learning and career development programs.
• Collaborative, inclusive, and innovation-driven work environment.

About Us

Capgemini is a global business and technology transformation partner helping organizations accelerate their transformation journeys through technology, innovation, and operational excellence. With deep industry expertise and a global presence, Capgemini supports clients across industries in delivering sustainable and business-driven outcomes.