Senior Quality Associate - Product Complaints

Blackmores Group; Northern Beaches Council; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible work practices

Family friendly policies

Job summary

A leading dietary supplements brand in Australia is hiring a Senior Quality Associate for the Product Quality Complaints team at their Warriewood office. This role involves managing consumer product complaints, conducting investigations, and ensuring compliance with quality standards. Candidates should have a background in life sciences with at least 5 years of experience in a GMP environment, alongside strong analytical and communication skills. The position is predominantly office-based, with some flexibility for remote work.

Qualifications

• 5+ years in a GMP manufacturing environment or similar.
• Strong knowledge of GMP principles and complaint-handling.
• Experience in product investigations and root cause analysis.

Responsibilities

• Process consumer complaints and technical enquiries.
• Conduct investigations and root cause analysis.
• Liaise with internal teams and manufacturers during investigations.
• Analyse complaint data to identify trends and escalate as necessary.
• Support the development of KPIs and dashboards.
• Support KPI dashboards and scorecards development and maintenance.
• Contribute to continuous improvement and harmonisation across markets.
• Coach regional teams on best-practice complaint processes.
• Assist audit readiness for complaint management areas.
• Assess unauthorized products using defined procedures.

Skills

Knowledge of Quality Systems

Strong analytical skills

Excellent communication skills

Project management

Problem-solving skills

Coaching regional teams

Education

Bachelor’s degree in life sciences or pharmacy

Job description

We are hiring for a Senior Quality Associate role for our Product Quality Complaints team based in our Warriewood office.

Purpose:

The Senior Quality Associate – Product Quality Complaints supports the Product Quality Assurance (PQA) function through the effective management, investigation, assessment, and documentation of consumer product quality complaints and technical quality queries.

This role plays a key part in uplifting organisational complaint-handling capability by ensuring consistent, best-practice processes, predictability through analytics and high-quality investigation outcomes for the function. The role contributes directly to product quality improvement initiatives and strengthens quality culture across the business.

This role reports to the Quality Manager – Product Quality Complaints. As a more experienced and independent contributor, the position brings a strong blend of technical quality expertise and a demonstrated capability to embed analytics and insights generation to support data‑driven decision‑making and continuous improvement in our product and processes

The role is expected to be primarily office‑based at the Warriewood site, working a minimum of four (4) days per week onsite, with one (1) day per week working from home. We are open to receive applications from candidates who are open to explore working in multi-sites or require some flexibility to work between Warriewood or Surry Hills (Warriewood is the main workplace)

Responsibilities

• Process consumer complaints and technical enquiries in line with standards, ensuring regulatory compliance.
• Conduct structured investigations, including root cause analysis, defect assessment, and documentation of findings.
• Liaise with internal & external teams, laboratories, and manufacturers during investigations and follow-up activities.
• Ensure accurate and timely closure of complaints according to defined service levels.
• Analyse complaint data to identify emerging trends; escalate as required.
• Support the development and maintenance of KPIs, dashboards, and scorecards.
• Contribute to continuous improvement initiatives aimed at enhancing product quality and complaint-handling efficiency.
• Support harmonisation and standardisation of complaint-handling processes across markets.
• Provide coaching and support to regional teams on best-practice complaint processes.
• Support audit and inspection readiness for complaint management areas.
• Conduct assessments of unauthorized products using defined procedures.

Qualifications

• Bachelor’s degree in life sciences, pharmacy, or a related science field.
• At least 5 years of more of work experience in heavily regulated environment – GMP manufacturing environment, other complementary medicines, pharmaceutical or OTC companies.
• Strong knowledge of Quality Systems, GMP principles, and complaint-handling requirements (product and supplier related).
• Experience in product investigations, root cause analysis, or quality assessments.
• Strong analytical skills with the ability to interpret data trends and generate insights. Experience of embedding insights and trends into a similar function will be an added advantage.
• Excellent communication, project management, and problem-solving skills.

Blackmores (www.blackmores.com.au) is Australia’s No.1 vitamin and dietary supplements brand with a legacy of over 90 years and is a publicly listed company employing 1250 people in 11 markets across Asia-Pacific. Headquartered in Australia, Blackmores has its international headquarter in Singapore, a health Innovation Centre in Shanghai, and a state-of-the-art manufacturing facility in Australia.

As a purpose-led, performance-driven organisation, Blackmores Group strives to create remarkable employee experiences through supporting a diverse and inclusive culture, creating leadership that inspires high performance, and providing everyone with opportunities to achieve their professional, personal and wellbeing goals supported by our flexible work practices and family friendly policies

Agencies please note: this recruitment assignment is being managed directly by Blackmores Talent Acquisition team. We will reach out to our preferred agency partners if required. Your respect for this process is appreciated.