Spécialiste, Qualité client / Specialist, Customer Quality

CameleonHR; Pointe-Claire; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

CameleonHR is seeking a Customer Quality Specialist in Montreal, offering a Hybrid work arrangement within a regulated environment. You will manage customer complaints from start to finish and coordinate cross‑functional investigations to resolve issues while ensuring regulatory compliance and customer satisfaction.

The role requires strong communication, experience in complaint handling, and the ability to work autonomously with a focus on continuous improvement in a medical devices–adjacent

Qualifications

• Bachelor’s degree in Engineering, Life Sciences, Quality/Regulatory Affairs or a related technical discipline.
• Minimum of 4 years of relevant experience in quality, compliance, regulatory affairs, quality engineering, product lifecycle management or related field.
• Ideally 5 to 8 years of experience in complaint management, or about 5 to 10 years of overall relevant experience.
• Hands-on experience in complaint management and investigations.

Responsibilities

• Manage customer complaints from A to Z: gather information, coordinate investigations, ensure follow-ups and drive timely and compliant resolutions.
• Be the voice of the customer within internal teams and ensure clear communication with customers regarding issues, investigations and corrective actions.
• Collaborate with Commercial, Quality, Supply Chain, Regulatory teams and suppliers to develop solutions meeting customer needs and regulatory requirements.
• Analyze quality trends and contribute to CAPAs, non-conformities and recurring issues.
• Participate in continuous improvement initiatives aimed at optimizing quality processes and operational efficiency.
• Make decisions independently, elevating high-risk or high-impact situations as needed.

Skills

Quality expertise

Customer focus

Strong communication

English proficiency

Autonomy

Education

Bachelor’s degree in Engineering Life Sciences Quality/Regulatory Affairs or related technical discipline

Job description

Customer Quality Specialist

Location: Montreal – Hybrid
Employment Type: Permanent, Full-time
Department: Quality Operations
Reports to: Quality Operations Manager
Some travel required

You will join a team working in a regulated environment where quality, customer experience and business objectives need to move forward hand in hand.

In this role, you will become a true go-to resource for customer complaint management, while acting as a bridge between the Quality, Commercial/Sales, Customer Service, Supply Chain, Sourcing, Regulatory teams and suppliers.

YOUR DAY-TO-DAY AS A CUSTOMER QUALITY SPECIALIST

• Manage customer complaints from A to Z: gather information, coordinate investigations, ensure follow-ups and drive timely and compliant resolutions.
• Be the voice of the customer within internal teams and ensure clear communication with customers regarding issues, investigations and corrective actions.
• Collaborate with Commercial, Quality, Supply Chain, Regulatory teams and suppliers to develop solutions that meet customer needs and regulatory requirements.
• Analyze quality trends and contribute to the management of CAPAs, non-conformities and recurring issues.
• Participate in continuous improvement initiatives aimed at optimizing quality processes and operational efficiency.
• Make decisions independently, while knowing when to elevate high-risk or high-impact situations.

THE MUST-HAVES

Above all, we are looking for someone who can combine quality expertise, customer focus and strong communication skills.

• Bachelor’s degree in Engineering, Life Sciences, Quality/Regulatory Affairs or a related technical discipline;
• Minimum of 4 years of relevant experience in quality, compliance, regulatory affairs, quality engineering, product lifecycle management or a related technical field;
• Ideally 5 to 8 years of experience in complaint management, or approximately 5 to 10 years of overall relevant experience;
• Hands‑on experience in complaint management and investigations;
• Experience working in a regulated environment;
• Excellent communication skills, particularly in English;
• Strong customer focus and the ability to navigate challenging situations;
• Ability to manage multiple cases and investigations simultaneously;
• Experience collaborating with suppliers;
• Ability to influence various stakeholders and drive issues forward;
• Strong autonomy and the ability to make day‑to‑day decisions;
• Analytical mindset, sound judgment and a solution‑oriented approach;
• Good understanding of the business impact of quality issues;
• Knowledge of regulations applicable to medical devices, including FDA Medical Device QSR, Canada CMDR and ISO 13485;
• Experience managing or coordinating projects;
• Willingness to travel occasionally, approximately 15% of the time;
• Experience in the medical device industry is preferred, but not mandatory.

6 GOOD REASONS TO APPLY AS A CUSTOMER QUALITY SPECIALIST

• A strategic role at the heart of customer experience and quality.
• A collaborative environment where you will work closely with Quality, Commercial, Supply Chain, Regulatory teams and suppliers.
• Autonomy and influence to make decisions and move initiatives forward.
• A variety of responsibilities, including complaints, investigations, CAPAs, continuous improvement and quality projects.
• A great opportunity to grow your expertise in the medical device industry.
• A tangible impact on the customer experience by ensuring their voice is heard and contributing to sustainable solutions.

DOES THIS SOUND LIKE YOU?

Are you a quality professional who enjoys solving problems, communicating with customers, coordinating investigations and turning challenges into solutions?

Would you like to take on a role where your judgment, autonomy and relationship‑building skills can make a real impact?