Job Title: Medical Contact Center Senior Specialist
Location: Pune, India
Category: Clinical
Job ID: 256232
Employment Type: Full-Time
We are hiring a Medical Contact Center Senior Specialist to support global medical information and pharmacovigilance operations. This role is responsible for handling medical information inquiries, product quality complaints, and safety-related reports received through multiple communication channels, including phone, email, and written correspondence.
The ideal candidate will bring strong pharmacovigilance knowledge, experience in adverse event processing, and the ability to guide junior team members while ensuring compliance with global regulatory requirements and internal SOPs.
Receive, document, and report Adverse Drug Reactions (ADR/AE/SAE) within defined regulatory timelines in accordance with applicable regulations and internal SOPs/WIs
Manage drug safety data operations, including call intake, call documentation, peer review, and case follow-up activities
Handle inbound and outbound medical contact center calls professionally and accurately
Provide guidance and on-the-job support to junior associates for voice-based case handling, as required
Develop, update, and maintain training materials aligned with process, system, and regulatory changes
Conduct training sessions and evaluate training effectiveness on an ongoing basis
Perform and support operational activities such as metrics tracking, data reconciliation, quality checks, and continuous process improvement
Ensure high-quality, accurate, and compliant safety data processing
Maintain compliance with global pharmacovigilance regulations, ICH-GCP guidelines, and internal quality standards
Support additional responsibilities as assigned based on business or project needs
Bachelor’s or Master’s degree in Pharmacy, Life Sciences, Medical Sciences, or a related discipline
Associate degree with 6–7 years of relevant industry experience may be considered
Equivalent and relevant professional experience may be considered in lieu of formal education
Relevant Safety Experience Includes:
Hands-on experience processing AE/SAE reports
Narrative writing, case queries, and follow-up
Working knowledge of safety databases and regulatory safety submissions
Relevant Industry Experience May Include:
Pharmaceutical, biotechnology, or CRO environments
Medical Affairs, Clinical Data Entry or Management
Clinical Data Monitoring, Regulatory Affairs, or Quality Assurance
Minimum Experience Requirement:
4–7 years of relevant experience in pharmacovigilance, medical contact center operations, or drug safety-related roles
Strong written and verbal communication skills
Ability to manage both inbound and outbound medical calls effectively
Strong analytical skills to interpret and synthesize medical information
Good understanding of global regulatory requirements, pharmacovigilance practices, and ICH-GCP guidelines
High level of accuracy with strong attention to detail
Proficiency in Microsoft Office applications
Ability to work independently with moderate supervision
Strong team collaboration and stakeholder communication skills
Degree in Biological Sciences, Pharmacy, Nursing, Life Sciences, or Chemistry
Prior experience in medical or pharmaceutical call center operations
Office-based role with standard business working hours
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