At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Position: Specialist, Global Product Quality Complaint Triage and Network

Location: Hyderabad, India

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.     

Position Summary

As the Specialist for Global Product Quality Complaint Triage, you will be responsible for the accurate and timely review, evaluation, and assignment of incoming Product Quality Complaints (PQCs) in a dynamic, high-volume environment. Reporting to the Associate Director of Global Product Quality Complaints, you will work closely with various stakeholders across the organization to ensure compliant and efficient management of PQCs. Your role will involve maintaining a thorough understanding of applicable procedures and PQC intake routes, managing PQC mailboxes, and liaising with investigation sites to deliver high-quality, comprehensive investigation reports. You will apply critical thinking and risk-appropriate timelines to expedite the processing of critical complaints, ensuring timely escalations and accurate assessments. Your responsibilities will also include supporting continuous improvement initiatives, being audit-ready, and providing subject matter expertise during audits and inspections. Additionally, you will engage proactively with both upstream and downstream partners to resolve issues and support the overall quality management system. Your ability to prioritize, manage multiple tasks, and maintain collaborative relationships with stakeholders globally will be essential in driving the success of the PQC processes.

 

 

Key Responsibilities

• undefined

Responsible for accurate & timely review, evaluation and assignment of incoming Product Quality Complaints (PQCs) in a fast-paced, high-volume, high-complexity environment within established performance requirements (within one business day, >99% Right First Time).

Responsible to maintain high level knowledge and understanding of applicable procedures appropriate to processing of Product Quality Complaints for BMS products (Pharmaceutical, Biological, Devices, Combination products).

Responsible to maintain expert knowledge and understanding of PQC intake routes and maintain collaborative partnerships with stakeholders for intake of PQCs.

Responsible to manage PQC mailboxes as a source of intake for PQCs.

Responsible to maintain knowledge of BMS product network, product portfolio, and PQC defect categories with respect to BMS products, commensurate to delivery of timely and right first time processing of Product Quality Complaints from receipt and through to investigation assignment.

Ensure that critical thinking and risk-appropriate timelines are applied to the triage and processing of PQCs. Expedite category complaints will be managed with due urgency. Responsible to deliver timely escalations to investigation sites, market quality, and senior management as appropriate.

Responsible to liaise with investigation sites to deliver high quality, on-time, comprehensive investigation reports for BMS Quality approval.

Responsible to assess reported information for accuracy and completeness, and to facilitate the collection of required data and information to support timely assessments and investigations.

Apply critical thinking in the receipt & review of sample photographs, and in the determination of sample return requirements in support of complaint investigations.

Assess provided information and secure required additional information as required to support product replacement and/or reimbursement processes where applicable.

Engage proactively, collaboratively & timely with upstream partners (Medical Information, Worldwide Patient Safety Case Intake & Processing, Third Party Service providers eg Call Centers etc) and with downstream partners (investigation sites, market Quality etc) to resolve triage assignment inaccuracies and issues to deliver timely resolution and support timely investigation processes.

Use risk & time appropriate communication means to engage with and resolve issues with upstream & downstream partners (phone, TEAMs preferred over email).

Escalate to PQC management unexpected/undesired trends observed during processing of PQC records.

Apply proactive means to support continuous improvement of the triage & network processes for PQC. Engage actively with stakeholders and PQC management to continuously improve applicable performance metrics.

Perform review and closure of designated PQC record types as prescribed in PQC procedures.

Be PQC inspection & audit-ready at all times.

Provide Subject Matter Expert (SME) support during audits and inspections for PQC.

Act as PQC SME for continuous improvement projects.

Perform activities related to owner role for specified investigation types, eg Suspect Product, Product Quality Complaints, Lack of Effect, Serialization etc

As required by PQC management and Network Quality Leadership:

• Provide inputs and insights to metrics assessments for PQC intake, triage, due diligence activities, sample/photo retrieval, investigation assignments, RFT processing through investigation completion, adherence to timelines etc

• Receive feedback and align collaboratively on improvements and/or process changes to support Right First Time processing of PQC records

• Generate ad-hoc reports from VEEVA Infinity related to Product Quality Complaints

• Complete & document reconciliation of PQCs received and transferred between intake and processing partners as prescribed by BMS procedures. Highlight & escalate irregularities to PQC management for timely resolution. Maintain evidence of all reconciliations in eQMS are required by applicable procedures.

• Maintain accurate and current data in PQC Sharepoint sites

• Support timely archival of PQC related documents

• Provide support to Network Quality, Distribution Quality, Product Surety, Serialization Operations, Serialization Quality Operations organizations

• Participate in PQC Community of Practice, Local Process Owner Community of Practice

Qualifications & Experience

 

Degree/Certification/Licensure

• Bachelor of Science (Life Sciences, Pharmacy, Nursing, Chemical or Bio-Engineering or related field)

Required Competencies

• Fluent in English, with proven professional working proficiency in English for reading, writing and speaking

• Excellent communication with management, peers, and other functional areas

• In-depth understanding of global regulatory environment with respect to Product Quality Complaint processing

• Excellent understanding of product formulation* & presentation* types, defect categories applicable to each, and the inherent risk that defect types pose to patient safety *(Solid Oral Dose, Device/Combination, Topical, Liquid/Suspension/Powder/Freeze-Dried Parenteral etc)

• Ability to apply critical thinking in a high-volume, fast-paced environment, in the knowledge that decisions taken support patient safety

• Ability to prioritize while balancing multiple tasks

• Demonstrated experience in risk-informed decision making while working with complex processes

• Highly organized, detail oriented, efficient operator in a fast-paced environment

• Customer and partner focus, including the ability to listen to and incorporate feedback from key stakeholders

• Ability to build and maintain collaborative relationships with stakeholders in multiple geographic locations by engaging transparently, performing reliably, and delivering on commitments

• Excellent proficiency in use of electronic systems & databases to support daily use in a fast-paced environment (VEEVA Infinity, Verity, SAP, BMS Docs, CelDocs, Sharepoint, Excel, Outlook, TEAMs, Word, Powerpoint, SuccessFactors)

 

 

Experience – Responsibility and minimum number of years

• A minimum of 3 years of experience in a global Pharmaceutical/Bio-pharmaceutical/Device organization, in a Quality role

• Industry experience in a Quality Operations role on a manufacturing site is an advantage

• Prior experience in management of Product Quality Complaints for global markets is an advantage

 

 

BMS BioPharma Values

• The qualified candidate demonstrates characteristics of our BMS Values: Accountability, Inclusion, Integrity, Innovation, Passion, Urgency

Why You Should Apply

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.

How We Work

Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design. The model assigned to this role is based on its core responsibilities. Learn more at https://careers.bms.com/ways-of-working.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

For roles based in Los Angeles County only:  If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

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If this posting is missing required information required by local law or incorrect, contact BMS at TAEnablement@bms.com with the Job Title and Requisition number. Do not send application-related inquiries to this email. To check your application status, please login to your Candidate Home Account.

R1605213 : Specialist, Global Product Quality Complaint Triage and Network