Complaint Processing Analyst I
AbbVie · Heredia, Costa Rica
QualityFull timeCompany career page
The apply link worked recently (not employer-confirmed).
Role summary
AbbVie seeks a Complaint Processing Analyst to handle customer contacts via phone and email, documenting product quality complaints and safety information from patients, healthcare providers, and customers. The role ensures compliant intake, accurate data entry, and coordination with internal quality teams.
What they're looking for
- Bachelor's degree required, preferably in life sciences, pharmacy, nursing, or scientific field
- Previous experience in contact center, customer service, healthcare, pharmacovigilance, or quality complaints
- Advanced English proficiency (B2+/C1) and local language fluency, written and spoken
- Strong verbal and written communication skills with ability to follow scripts and adapt to customer needs
- High attention to detail and accuracy in data entry and documentation
- Proficiency using multiple systems simultaneously (CRM, complaint systems, call platforms)
- Ability to remain calm and professional when handling sensitive or emotional customer interactions
What you'll be doing
- Handle inbound and outbound customer contacts via phone, email, and other channels from patients, caregivers, healthcare providers, and pharmacies
- Accurately identify product complaints versus adverse events and follow appropriate intake and reporting processes
- Collect and document complete complaint details including product information, lot numbers, expiration dates, and contact data in designated systems
- Perform follow-up calls to obtain missing information and coordinate with third parties to gather additional complaint details
- Escalate complex, sensitive, or unusual cases to senior analysts and quality or safety teams according to defined escalation procedures
Privacy & handoff
This role links to AbbVie's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.