Consumer Incident & Complaint Management Specialist

Role overview

Consumer Incident & Complaint Management Specialist at Capgemini

Consumer Incident & Complaint Management Specialist

Required qualifications

• 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.

Employment details

• Location: Coimbatore
• Location: Coimbatore [India]

About the employer

• At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world's most innovative companies unleash their potential.

Additional role details

• From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries.
• Join us for a career full of opportunities.
• Where you can make a difference.
• Where no two days are the same.