Overview
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
Responsibilities
1. Manages the complaint team to ensure accuracy and timely risk review and thorough complaint investigations are completed.
2. 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.
3. 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.
4. Communicates updates on escalations, priorities, and complaint status to leadership and in various meetings.
5. Chairing meetings and providing guidance and direction to the RAW team.
6. Trains and develops subordinates, as appropriate, to achieve duties and responsibilities
7. 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.
8. Provide complaint inputs to the post market surveillance reporting process
9. Responsible for maintaining Complaint KPI data and reporting as necessary
10. Responsible for gathering complaint and RAW data for Post Market Surveillance and updating the RA reports including assessing newly identified risks.
11. Follows regulatory requirements for complaint management.
12. Establish and maintain a system to review literature and social media for complaints.
13. Manages tasks supporting complaint investigations, Including returned parts and external assignments.
14. Supports investigation activities and provides guidance for resolving product malfunctions
15. Performs other related duties as assigned.
Networking/Key relationships
16. Medical Affairs
17. R&D
18. Regulatory Affairs
19. IT /Cybersecurity
20. Global Affiliates
21. Operations
22. Other technology centers
Qualifications
Minimum Knowledge & Experience for the position:
23. Bachelor's degree in relevant field (i.e. Life Science, Biochemistry, Engineering or similar
24. 10 years (with a Bachelor's) or 8 years (with a Master's) relevant experience.
25. 5 years of supervisory or people management experience.
Skills & Capabilities:
26. 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.
27. Demonstrated ability to organize complex work assignments and oversee analyst to complete tasks and project on time
28. Must possess strong investigational skills to determine root cause, identify and implement effective corrective actions
29. Strong interpersonal communication skills
30. Strong customer focus and continuous improvement mentality.
31. Excellent written and oral communication skills
32. Ability to drive Risk Management, escalation and complaint closure processes.
33. Critical thinking skills, including the ability to analyze and trend data and communicate concerns as needed.
Travel Requirements:
34. N/A
The annual base salary range for this role is currently $, range to $, range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.
This role is eligible for medical, dental, and vision insurance, k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact for assistance.
We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 7, employees around the world comprise our Werfen