Job Summary

Responsible for overseeing the day-to day activities of the complaint team, works to assure timely case/complaint review and assignment. Responsible for managing the escalation process of potentially reportable complaints with attention to country specific reporting timeliness The QA Manager works with cross func­tional teams to support complaint escalations, investigations and field actions.

Responsibilities

• Manages the complaint team to ensure accuracy and timely risk review and thorough complaint investigations are completed.
• Responsible for product family specific systems and documentation which contribute to an effective complaint system compliant with FDA, ISO and Worldwide standards. Ensures timely and thorough review of all com­ plaints and inquiries, prioritizing potentially reportable events.
• Escalate any potentially reportable complaint or inquiry, communicates with the cross functional team and management, drives the post market Risk Analysis Worksheet (RAW) process through completion.
• Communicates updates on escalations, priorities, and complaint status to leadership and in various meetings.
• Chairing meetings and providing guidance and direction to the RAW team.
• Trains and develops subordinates, as appropriate, to achieve duties and responsibilities
• Coordinates and monthly complaint trend review meetings with appropriate departments and ensures that escalations, investigations and CAPA Actions are taken to remediate negative trends or for specific customer complaint issues, determination and resolution of root causes for complaints.
• Provide complaint inputs to the post market surveillance reporting process
• Responsible for maintaining Complaint KPI data and reporting as necessary
• Responsible for gathering complaint and RAW data for Post Market Surveil­lance and updating the RA reports including assessing newly identified risks.
• Follows regulatory requirements for complaint management.
• Establish and maintain a system to review literature and social media for complaints.
• Manages tasks supporting complaint investigations, Including returned parts and external as­signments.
• Supports investigation activities and provides guidance for resolving product malfunctions
• Performs other related duties as assigned.

Networking/Key relationships

• Medical Affairs
• R&D
• Regulatory Affairs
• IT /Cybersecurity
• Global Affiliates
• Operations
• Other technology centers

Minimum Knowledge & Experience for the position:

• Bachelor's degree in relevant field (i.e. Life Science, Biochemistry, Engineering or similar
• 10 years (with a Bachelor's) or 8 years (with a Master's) relevant experience.
• 5 years of supervisory or people management experience.

Skills & Capabilities:

• Strong knowledge of FDA, Medical Device and IVD regulations and quality systems related to complaints, and statistical techniques and the ability to train others related to these requirements.
• Demonstrated ability to organize complex work assignments and oversee analyst to complete tasks and project on time
• Must possess strong investigational skills to determine root cause, identify and implement effective corrective actions
• Strong interpersonal communication skills
• Strong customer focus and continuous improvement mentality.
• Excellent written and oral communication skills
• Ability to drive Risk Management, escalation and complaint closure processes.
• Critical thinking skills, including the ability to analyze and trend data and communi­cate concerns as needed.

Travel requirements:
N/A