CQ Analyst Complaints

Brighter Signals; Bogotá ciudad; On-site; COP 60,000,000 - 90,000,000; Full time

Job summary

Johnson & Johnson in Bogotá is seeking a Quality professional to manage LATAM product complaints within the Quality Management System. The role involves handling intake, translations, audits, and cross-functional collaboration to ensure compliant processes.

Responsibilities include developing regional product complaints metrics and maintaining dashboards, with proficiency in MS Office and languages (Spanish required; English/Portuguese a plus).

Qualifications

• Bachelor's degree or equivalent in Business Biosciences, Engineering or health-related discipline.
• Minimum 2 years’ experience in the Quality area related to Medical Devices, Pharmaceutical or Consumer products.
• Languages: Spanish required; English and Portuguese a plus.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).

Responsibilities

• Handle product complaint intake, translating event descriptions as needed.
• Send acknowledgment letters with reference numbers to sales force.
• Prepare and send closure letters in local language when applicable.
• Support training activities related to product complaint process.
• Support QMS Review (QSMR) for product complaints metrics.
• Support audits related to product complaint information.
• Collaborate with Service Solutions, Medical Affairs, Brand Protection, Franchises and others to ensure proper complaint management in LATAM.
• Lead and support COE continuous improvement initiatives.
• Maintain Power BI dashboards for product complaints data.
• Assist non-conformances investigations related to product complaints.
• Support Customer Service on change requests and document revisions.

Skills

Spanish

English

Portuguese

Education

Business Biosciences/Engineering/Health-related

Tools

Microsoft Office

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Quality

Job Sub Function

Customer/Commercial Quality

Job Category

Professional

All Job Posting Locations

Bogotá, Distrito Capital, Colombia

Job Description

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Overall, Purpose

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

Responsible for developing and delivering the regional product complaints metrics.

Responsibilities

• Responsible for the product complaint intake, including translation of the event description, as needed, ensuring availability of information to Franchises in the applicable system.
• Send acknowledgment letters to the sales force, confirming complaint receipt and its reference number.
• Prepare and send complaints closure letters to sales force in the local language, when applicable.
• Support training activities to sales force related to product complaint process.
• 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.
• Lead and support COE continuous improvement initiatives.
• Support COE continuous improvement initiatives.
• Responsible for Power BIs / dashboards maintenance regarding product complaints data.
• Support on non conformances investigation when related to product complaint process.
• Support to Customer Service transactional activities regarding change requests, documents revision etc

Education

• Required: Business Biosciences, Engineering or equivalent field, or health-related discipline

Experience

• Minimum of 2 years’ experience in the Quality Area related to Medical Devices, Pharmaceutical or Consumer products

Knowledge, Skills And Abilities

• Spanish, English, Portuguese is a plus
• Proficiency in Microsoft Office (Word, Excel, power point)
• Analytical mindset
• Organizational skills

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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