Medical Contact Center Senior Specialist
Location: Pune, India
Job Type: Full-Time
About the Role
Fortrea is seeking a Medical Contact Center Senior Specialist to manage and respond to medical information queries, product quality complaints, and general inquiries received through the Medical Contact Center. The role plays a critical part in ensuring timely adverse event reporting, accurate medical information dissemination, and overall pharmacovigilance compliance.
Key Responsibilities
Receive, document, and report Adverse Drug Reactions (ADRs) in compliance with regulatory requirements and internal SOPs.
Execute drug safety data management processes, including call intake, documentation, peer review, and follow-up.
Guide and support Junior Associates in handling medical information calls and queries.
Create, revise, and deliver training materials aligned with procedural, system, and regulatory updates.
Track, reconcile, and maintain medical information and safety metrics.
Ensure data quality and accuracy across all processed cases.
Perform additional duties as assigned to support Medical Contact Center operations.
Qualifications & Experience
Minimum Requirements:
Bachelor’s or Master’s degree in Pharmacy, Life Science, or Medical Science.
6–7 years of relevant experience in pharmacovigilance, medical affairs, clinical data management, regulatory affairs, or quality assurance.
Hands-on experience in AE/SAE reporting, narrative generation, query resolution, and safety databases.
Knowledge of ICH-GCP guidelines, pharmacovigilance practices, and regulatory requirements.
Strong written and verbal communication skills.
Proficiency in Microsoft Office Suite and attention to detail.
Ability to manage inbound and outbound calls, work independently, and function effectively within a team.
Preferred:
Degree in Biological Sciences, Nursing, Life Sciences, or Chemistry.
Experience in call center operations.
Work Environment
Office-based role with standard working hours.
Requires effective interaction with internal and external stakeholders in a fast-paced medical information environment.
Why Join Fortrea
Contribute to high-quality pharmacovigilance and medical information services.
Work in a collaborative and learning-focused environment.
Opportunity to enhance expertise in drug safety and medical affairs while supporting global healthcare operations.
Fortrea is an equal opportunity employer, committed to diversity, equity, and inclusion in all aspects of employment.
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