Complaint Intake Analyst

The Complaint Intake Analyst I is integral in supporting the PMQA team by managing the initial triaging of complaints from various channels. As the first point of contact with customers, the analyst ensures data accuracy for initial complaint code identification. The role involves data entry and coordination through appropriate channels based on established business rules.

Responsibilities

• Complete the intake process of complaints via phone, email, and OneTrack.
• Conduct initial assessments of applications for missing information and perform customer outreach to obtain required data.
• Identify initial complaint codes.
• Coordinate logistics for complaint samples.
• Collaborate with internal stakeholders for adverse events.
• Determine the necessity of replacements, credits, or warranty claims and notify the appropriate stakeholders.
• Process replacements, credits, or warranty claims for customers.
• Lead translation services for reporting.
• Identify the need for reply letters to customers addressing the results of complaint investigations and send to the complaint processing team for creation.

• A minimum of 1-2 years of experience in a call center, preferably in a healthcare setting.
• Strong attention to detail and critical thinking skills.
• Ability to work independently with minimal direction.
• High-quality customer service skills.
• Proficiency in expressing ideas clearly in both written and oral communications.
• Computer skills with the ability to navigate through software systems.

• High school diploma or equivalent required; a college degree or a 2-year diploma is preferred.
• Knowledge and familiarity with product, process, equipment, and facilities related to pharmaceuticals, biologicals, or devices.
• Strong prioritization and time management skills.

The position is located in Lake County, IL, with a hybrid remote schedule. Employees are required to work remotely on Mondays and Fridays, with in-office presence required on Tuesdays through Thursdays.

Job Type & Location

This is a Contract position based out of Grayslake, IL.

The pay range for this position is $18.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Grayslake,IL.

This position is anticipated to close on Apr 10, 2026.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I is embedded into our culture through:

• Hiring diverse talent
• Maintaining an inclusive environment through persistent self-reflection
• Building a culture of care, engagement, and recognition with clear outcomes
• Ensuring growth opportunities for our people

Actalent is an equal opportunity employer.

About Actalent

Actalent is a global leader in engineering and sciences services. For more than 40 years, we’ve helped visionary companies advance their goals. Headquartered in the United States, our teams span 150 offices across North America, EMEA, and APAC—with four delivery centers in India led by 1,000 extraordinary employees who connect their passion with purpose every day.

Our Bangalore, Hyderabad, Pune, and Chennai delivery centers are hubs of engineering expertise, with core capabilities in mechanical and electrical engineering, systems and software, and manufacturing engineering. Our teams deliver work across multiple industries including transportation, consumer and industrial products, and life sciences. We serve more than 4,500 clients, including many Fortune 500 brands. Learn more about how we can work together at actalentservices.com.

Salary : $18 - $21