Alcon is hiring for the position of Associate II, Complaints in Bangalore, India. The role involves processing complaint case files, managing technical and adverse event complaints, maintaining accurate records, and supporting compliance with standard operating procedures and applicable regulations.
Candidates will handle complaint intake, follow-up activities, safety database entries, complaint triage, and escalation of potential safety issues.
Job Details
| Particulars | Details |
|---|---|
| Company | Alcon |
| Job Title | Associate II, Complaints |
| Job Requisition ID | R-2026-49740 |
| Location | Bangalore, India |
| Job Type | Full-time |
| Work Arrangement | Not applicable |
| Application Deadline | October 15, 2026 |
Position
Associate II, Complaints
The position focuses on complaint management, adverse event reporting, technical complaint processing, data accuracy, and regulatory compliance.
Job Responsibilities
- Process complaint case files according to Standard Operating Procedures (SOPs).
- Receive initial complaints from eye care professionals (ECPs), patients, and internal Alcon personnel.
- Ensure complaint information and data are accurately captured at the point of contact.
- Manage technical and adverse event complaint records using designated safety systems.
- Review potential complaint data received through safety systems and other methods.
- Perform complaint intake, follow-up, data entry, and source document attachment within required timelines.
- Triage complaints involving product quality, adverse events, refund requests, replacement products, and credit requests.
- Review data entry and follow-up activities for completeness and timeliness.
- Maintain knowledge of company policies, departmental processes, and work instructions.
- Use safety databases and reporting tools.
- Inform management about potential safety issues, emerging trends, and concerns.
- Support reconciliation activities and audits as required.
- Evaluate and escalate potential safety issues to management.
- Comply with corporate compliance guidelines and programs.
Eligibility and Qualifications
B.Optom, B.Pharm, M.Pharm, B.Sc., M.Sc. (Life Sciences/Biology), Biotechnology, Biomedical Science, Biomedical Engineering, and other relevant healthcare or science degrees.
Required Skills and Knowledge
The role requires the ability to:
- Process complaint records accurately and in accordance with SOPs.
- Manage technical complaints and adverse event records.
- Perform data entry, follow-ups, complaint triage, and documentation.
- Understand data collection requirements for technical and adverse event complaints.
- Use safety databases and reporting tools.
- Identify and escalate potential safety concerns.
- Understand terminology and abbreviations related to eye anatomy, common diseases, and ophthalmic procedures.
- Work efficiently across applicable time zones.
- Maintain documentation completeness, timeliness, and regulatory compliance.
