Bristol Myers Squibb (BMS) has announced an opening for the position of Specialist, Global Product Quality Complaint Triage and Network in Hyderabad, Telangana. This opportunity is suitable for experienced professionals from Life Sciences, Pharmacy, Nursing, Chemical Engineering, Bio-Engineering or related disciplines who have pharmaceutical quality experience.

The BMS Specialist role primarily focuses on the review, evaluation, triage and assignment of Product Quality Complaints (PQCs). The selected professional will work with global stakeholders, investigation sites, Market Quality and other teams to ensure complaints are processed accurately, efficiently and in compliance with applicable quality procedures.

Candidates should note that this is not a fresher position. Bristol Myers Squibb specifically requires a minimum of 3 years of experience in a Quality role within a global pharmaceutical, biopharmaceutical or device organization.

Job Overview

Key Responsibilities

As a Specialist in Global Product Quality Complaint Triage and Network, the selected candidate will be responsible for:

• Reviewing, evaluating and assigning incoming Product Quality Complaints (PQCs) accurately and within established timelines.
• Processing complaints in a high-volume and complex environment while maintaining high Right First Time performance.
• Maintaining knowledge of procedures applicable to complaints involving pharmaceutical products, biological products, medical devices and combination products.
• Managing Product Quality Complaint intake routes and PQC mailboxes.
• Understanding the BMS product portfolio, product network and applicable defect categories.
• Applying critical thinking and risk-based decision-making during complaint triage.
• Expediting critical complaints and escalating significant issues to investigation sites, Market Quality and management where appropriate.
• Coordinating with investigation sites to support timely and comprehensive investigation reports.
• Assessing complaint information for accuracy and completeness and obtaining additional information when required.
• Reviewing product/sample photographs and determining sample-return requirements for complaint investigations.
• Supporting product replacement and reimbursement processes where applicable.
• Collaborating with Medical Information, Worldwide Patient Safety Case Intake & Processing, third-party service providers, investigation sites and Market Quality teams.
• Identifying and escalating unexpected or undesirable complaint trends.
• Supporting continuous improvement initiatives for PQC triage and network processes.
• Performing review and closure of designated PQC record types according to applicable procedures.
• Maintaining audit and inspection readiness and providing Subject Matter Expert (SME) support.
• Supporting complaint-related continuous improvement projects.
• Generating ad-hoc Product Quality Complaint reports using VEEVA Infinity.
• Completing and documenting reconciliation of PQCs between intake and processing partners.
• Maintaining appropriate reconciliation evidence in the electronic Quality Management System (eQMS).
• Maintaining current and accurate information on PQC SharePoint sites.
• Supporting archival of Product Quality Complaint documentation.
• Collaborating with Network Quality, Distribution Quality, Product Surety, Serialization Operations and related quality functions.

Qualification – Which Degrees Can Apply?

Bristol Myers Squibb specifies a Bachelor of Science in Life Sciences, Pharmacy, Nursing, Chemical Engineering, Bio-Engineering or a related field.

Accordingly, candidates with relevant degrees in the following areas may be considered, subject to meeting the experience and competency requirements:

Life Sciences | Pharmacy | Nursing | Chemical Engineering | Bio-Engineering | Related Scientific/Engineering Fields

Candidates should rely on the official job description when determining whether a specific degree specialization qualifies as a “related field.”

Experience Required

Candidates must have a minimum of 3 years of experience in a Quality role within a global pharmaceutical, biopharmaceutical or medical device organization.

BMS additionally states that the following are advantageous:

• Quality Operations experience at a manufacturing site.
• Previous experience managing Product Quality Complaints for global markets.

Therefore, candidates with experience in areas such as pharmaceutical quality operations or product complaint management may have particularly relevant backgrounds, provided their experience meets the official requirements.

Skills and Competencies

BMS is looking for candidates with:

• Professional English reading, writing and speaking proficiency.
• Strong communication and stakeholder-management capabilities.
• In-depth understanding of the global regulatory environment related to Product Quality Complaint processing.
• Understanding of pharmaceutical product formulations and presentation types.
• Knowledge of defect categories and their potential impact on patient safety.
• Strong critical-thinking abilities.
• Risk-informed decision-making skills.
• Ability to work efficiently in a high-volume, fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to prioritize and manage multiple responsibilities simultaneously.
• Ability to develop collaborative relationships with stakeholders across multiple geographical locations.
• Strong proficiency with electronic systems, databases and productivity tools.

Systems and Tools Mentioned

Candidates may work with or be expected to understand systems including:

VEEVA Infinity, Verity, SAP, BMS Docs, CelDocs, SharePoint, Microsoft Excel, Outlook, Teams, Word, PowerPoint and SuccessFactors.

The job description specifically emphasizes strong proficiency in electronic systems and databases used in a fast-paced quality environment.

Why This Role Is Important

Product Quality Complaint management is an important component of a pharmaceutical company’s Quality Management System. Complaints can involve potential defects in pharmaceutical products, biologics, devices or combination products.

The Specialist is responsible for ensuring complaint information is accurately assessed, appropriately assigned and escalated according to risk and applicable procedures. This role therefore requires a strong combination of pharmaceutical quality knowledge, critical thinking, regulatory understanding and cross-functional collaboration.

Why Join Bristol Myers Squibb?

Bristol Myers Squibb highlights a work environment focused on transforming patients’ lives through science while providing employees with opportunities to build meaningful careers.

The company highlights:

• Competitive employee benefits, services and programs.
• Opportunities to work with global and cross-functional teams.
• Exposure to pharmaceutical quality systems and processes.
• Continuous improvement opportunities.
• Collaboration across Product Quality, Market Quality, Patient Safety and other functions.
• An inclusive working culture.
• Career development within a global biopharmaceutical organization.
• Workplace flexibility depending on the occupancy classification assigned to the position.

The exact compensation, benefits and work arrangement applicable to the successful candidate will be determined by BMS.

Who Should Apply?

This opportunity may be particularly relevant for professionals who:

• Hold a relevant bachelor’s degree in Life Sciences, Pharmacy, Nursing, Chemical Engineering, Bio-Engineering or a related discipline.
• Have at least 3 years of pharmaceutical, biopharmaceutical or medical-device Quality experience.
• Understand Product Quality Complaints or related quality processes.
• Have experience working with quality systems and electronic databases.
• Understand pharmaceutical product defects and their potential patient-safety implications.
• Can manage multiple complaints and priorities in a high-volume environment.
• Are comfortable collaborating with global stakeholders.

Freshers are not eligible based on the stated minimum experience requirement.

How to Apply

Application Link