Production Specialist L1 – Pharmacovigilance & Drug Safety
Location: Pune, Maharashtra, India
Experience Required: 1–3 years in Pharmacovigilance or Drug Safety
About Wipro
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global technology services and consulting leader delivering innovative solutions that address complex digital transformation needs. Leveraging capabilities in consulting, engineering, design, and operations, Wipro enables clients to build future-ready, sustainable businesses. With over 230,000 employees across 65 countries, Wipro empowers customers, colleagues, and communities to thrive in a dynamic world. Learn more at www.wipro.com.
Role Overview
The Production Specialist L1 will provide technical support and client issue resolution within the Pharmacovigilance and Drug Safety process. The role ensures high-quality, timely support, contributing to process efficiency, SLA compliance, and superior customer service. This position involves troubleshooting, documenting client interactions, and escalating complex issues while maintaining regulatory and quality standards.
Key Responsibilities
Support & Process Management:
Manage transactions and client queries in alignment with quality standards and process SLAs.
Field incoming client requests via telephone or email professionally and courteously.
Document all pertinent information including client details, issue nature, and troubleshooting steps.
Utilize internal knowledge bases and FAQs to provide effective problem resolution.
Identify recurring issues and escalate unresolved queries to team leaders.
Client Engagement & Resolution:
Provide step-by-step guidance for issue resolution, ensuring clients understand product features and functionality.
Troubleshoot queries with accuracy, professionalism, and adherence to service agreements.
Maintain logs and records of client interactions for regulatory compliance and trend analysis.
Suggest alternative solutions when appropriate to ensure client retention and satisfaction.
Continuous Learning & Capability Building:
Stay updated on product features, process changes, and industry regulations through training programs.
Participate in self-learning and knowledge-sharing initiatives to enhance operational excellence.
Collaborate with team leaders to identify training needs and process improvement opportunities.
Performance Metrics:
Number of cases resolved per day, adherence to process and quality standards.
Timely compliance with SLAs and customer feedback metrics.
Personal productivity, training completion, and technical skill development.
Mandatory Skills
Pharmacovigilance & Drug Safety (Pharma) experience is required.
Strong problem-solving, client service, and communication skills.
Familiarity with regulatory guidelines and process documentation.
Experience
1–3 years of experience in Pharmacovigilance, Drug Safety, or related pharmaceutical operations.
Why Wipro
Wipro is driving digital transformation and innovation globally. This role offers:
Opportunities to work on cutting-edge processes in Pharmacovigilance and Drug Safety.
Exposure to global clients and career growth within a leading technology and consulting organization.
Comprehensive training programs and learning opportunities to enhance technical and professional skills.
Reinvent your career with Wipro – a workplace where your skills, growth, and innovation are empowered.
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