Analyst Cust Qual

Johnson & Johnson; São José dos Campos; On-site; BRL 120,000 - 160,000; Full time

Job summary

Johnson & Johnson Co. seeks a Quality professional to manage LATAM product complaints within established Quality Systems. You will handle intake, translation, acknowledgments, and closure communications while supporting audits and training across the sales force.

Ideal candidates have 2+ years in Quality or related fields, multilingual capabilities (English, Spanish, Portuguese), and familiarity with ECM, ETQ, Windchill, and Power BI. Collaboration across regions is essential.

Qualifications

• Bachelor’s degree in a relevant discipline is required.
• Minimum of 2 years of professional experience in Quality, Regulatory Affairs, or related.
• Trilingual: English, Spanish and Portuguese at advanced level.
• Experience with ECM/ETQ/Windchill and Power BI is desirable.
• Strong data quality, documentation, and regulatory awareness expected.

Responsibilities

• Handle LATAM product complaints within Quality Systems as per SOPs.
• Execute intake activities and ensure timely, accurate processing.
• Translate event descriptions when required for the Franchise partners.
• Prepare and send acknowledgment letters with reference numbers.
• Prepare and distribute closure letters in local language when applicable.
• Support training/awareness for sales on Product Complaint processes.
• Assist audits by providing product complaint documentation and records.
• Maintain accurate complaint records and ensure compliance.
• Contribute to Continuous Improvement and OPEX efforts.
• Support QSMR preparation for Product Complaints metrics.
• Collaborate with Service Solutions, Medical Affairs, Brand Protection, and others.
• Support non-conformances investigations related to product complaints.
• Develop regional product complaints metrics.

Skills

Languages: English, Spanish, and-Portu

Attention to Detail

Communication Skills

Organizational Skills

Analytical Skills

Team Collaboration

Customer Focus

Education

Bachelor’s Degree in Pharmacy, Life Sciences, Engineering, Healthcare, or related

Tools

ECM (Enterprise Complaint Management) system

ETQ

Windchill

Power BI

Job description

Job Function: Quality

Job Sub Function: Customer/Commercial Quality

Job Category: Professional

All Job Posting Locations: São José dos Campos, São Paulo, Brazil, São Paulo, Brazil

Job Description

Handling of Surgery MedTech LATAM product complaints processes in the applicable Quality Systems, in accordance with Standard Operating Procedures, regulations and quality standards.

• Execute product complaint intake activities, ensuring timely and accurate processing of complaints in accordance with established procedures.
• Perform translation of event descriptions, when required, to ensure complete and accurate information is available to Franchise partners in the applicable systems.
• Prepare and send complaint acknowledgment letters to the sales force, confirming receipt of the complaint and providing the corresponding reference number.
• Prepare and distribute complaint closure letters in the local language, when applicable.
• Support training and awareness activities for the sales force related to Product Complaint processes and requirements.
• Support internal and external audits by preparing and providing product complaint documentation and related records.
• Maintain accurate complaint records and ensure compliance with quality and regulatory requirements.
• Contribute to Continuous Improvement initiatives supporting process optimization and operational excellence efforts.
• Support preparation of Quality Management System Review (QSMR) in regards to Product Complaints metrics.
• Support internal and external audits related to product complaint information.
• Collaborates with Service Solutions, Medical Affairs, Brand Protection, Franchises, Business Partners and other areas, as applicable, to ensure appropriate product complaint management in LATAM.
• Support on non conformances investigation when related to product complaint process.
• Responsible for developing regional product complaints metrics.

Essential Knowledge and Skills

Education

Bachelor’s Degree in Pharmacy, Life Sciences, Engineering, Healthcare, or a related discipline.

Experience

• Minimum of 2 years of professional experience, preferably in Quality, Regulatory Affairs, Complaint Handling, or a related field.
• Languages

Trilingual (English - advanced , Spanish - advanced and Portuguese - advanced).

Desirable

Knowledge in ECM (Enterprise Complaint Management) system, ETQ and Windchill.

Knowledge in Power Bi

Core competencies required

Attention to Detail: Demonstrates accuracy and thoroughness in complaint intake activities, ensuring data integrity and compliance with procedures.

Communication Skills: Effectively communicates in written and verbal formats, preparing customer-facing correspondence and collaborating with internal stakeholders.

Organizational Skills: Ability to prioritize tasks, manage multiple activities simultaneously, and meet established deadlines.

Analytical Skills: Capable of reviewing complaint information, identifying relevant details, and supporting accurate documentation and escalation when necessary.

Team Collaboration: Works effectively across functions and supports training, audit, and operational activities in a collaborative environment.

Customer Focus: Understands the importance of accurate and timely complaint handling in delivering a positive customer experience and maintaining product quality standards.

Required Skills:

Preferred Skills:

Business Behavior, Compliance Management, Continuous Improvement, Data Analysis, Data Compilation, Detail-Oriented, Execution Focus, Goal Attainment, Internal Controls, Issue Escalation, Process Oriented, Quality Control (QC), Quality Management Systems (QMS), Quality Standards, Regulatory Environment, Report Writing