Job Description
Job Title:  Medical Associate
Req Id:  96978
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  9/18/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏Personal Details

  • Receives customer Complaints through calls/emails/faxes
  • Assesses Complaints (events) for proposed MDR reportability and submits assessment to client
  • Follow-ups for additional information and product returns
  • Primary, single source customer contact
  • Responsible for gathering event registration information (as defined by SOP’s) from customers
  • Owns and manages the event through registration through potential regulatory reporting, sample retrieval, investigation, provide customer response and ultimately to closure/reopening as needed
  • Responsible for contacting SME’s, QAs, Team Lead as needed to obtain complaint closure
  • Responsible in timely escalation of significant events to the Team Lead
  • Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Keeps all company information which includes customer information confidential and secured
  • Performs reviews and assessments of complaints processed by peers as part of cross utilization approach

͏

  • · Able to write effective Medical and Technical narratives regarding the complaints

    · Able to create Customer Letters

    · Must have good computer skills, effective keyboarding skills

    · Must have excellent telephonic and listening skills

    · Able to think critically to determine the type of questions which need to be asked to

    gather necessary information

    · Good problem solving and analytical skills

    · Good customer service skills

S͏kills

  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

͏

Deliver

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

 
Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device) .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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