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Job Description: Production Agent – L1 (Pharmacovigilance & Drug Safety)
Role Purpose
The Production Agent – L1 will provide technical support in Pharmacovigilance & Drug Safety, ensuring timely resolution of client issues while adhering to process SLAs. The role involves handling transactions, troubleshooting queries, and maintaining high-quality service standards.
Key Responsibilities
1. Transaction & Query Management
- Handle incoming client queries via phone/email professionally.
- Document end-user details, issues, and resolution steps accurately.
- Follow standard procedures to resolve client issues within defined SLAs.
- Maintain internal knowledge bases and FAQs for efficient problem-solving.
- Escalate unresolved issues to Team Leaders when necessary.
2. Customer Support Excellence
- Provide step-by-step troubleshooting for product-related queries.
- Guide users through product features and navigation.
- Maintain logs of all customer interactions in tracking software.
- Offer alternative solutions to enhance customer satisfaction.
- Conduct follow-ups to ensure compliance with SLAs.
3. Continuous Learning & Development
- Participate in product training to stay updated on features and changes.
- Collaborate with team leaders to identify skill gaps and training needs.
- Engage in self-learning to enhance job knowledge and efficiency.
- Core Function:
- The job involves processing and managing drug safety data, including adverse event (AE) reports, product complaints, and other pharmacovigilance-related cases.
- Ensures compliance with global PV regulations (FDA, EMA, ICH-GCP).
- Key PV Responsibilities:
- Case Processing:Â Recording and tracking adverse drug reactions (ADRs) from healthcare professionals/patients.
- Data Entry & QC:Â Entering safety data into pharmacovigilance databases (e.g., Argus, ARISg, Veeva).
- Medical Coding:Â Using MedDRA/WHO-DD for standardizing adverse event terms.
- Literature Screening:Â Reviewing medical journals for potential safety signals.
- Compliance & Reporting:
- Follows SOPs (Standard Operating Procedures) for drug safety reporting.
- Ensures timely submission of cases to regulatory authorities.
Performance Metrics
| Parameter | Measurement Criteria |
|---|---|
| Process Efficiency | Cases resolved per day, SLA compliance, customer feedback |
| Self-Management | Productivity, training hours, attendance |
Mandatory Skills
- Pharmacovigilance & Drug Safety (Pharmaceutical Industry Experience Required)
Why Join Wipro?
Wipro fosters a culture of innovation, learning, and reinvention. We empower employees to reshape their careers while contributing to transformative digital solutions.
✅ Global Opportunities | ✅ Continuous Learning | ✅ Inclusive Workplace
Applications from people with disabilities are encouraged.
