Associate, Customer Complaint (MVS)

alcon; Johor Bahru; On-site; MYR 36,000 - 60,000; Full time

Job summary

Alcon is seeking an Associate, Complaints within its Quality & Regulatory Affairs function in Malaysia. The role focuses on processing and investigating product complaints, ensuring compliance with global and local regulations, and supporting project goals.

The ideal candidate has a science or engineering background with chemistry relevance and 1–2 years of lab testing experience. You will contribute to maintaining GxP compliance and continuous improvement in operations.

Qualifications

• Bachelor's degree in Science or Engineering (chemistry-related) required or preferred.
• Lab testing experience of 1–2 years is desirable.
• Strong attention to detail and understanding of quality/regulatory practices.

Responsibilities

• Process, investigate, and monitor complaints; serve as the primary contact.
• Ensure compliance with regulatory reporting requirements.
• Collaborate with Medical Safety and R&D on adverse events as needed.
• Follow complaint policy and procedures and maintain traceable records.
• Support project goals and continuous improvement initiatives in QA/Regulatory.

Skills

Lab testing

Education

Bachelor's degree in Science or Engineering (chemistry-related)

Job description

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Quality & Regulatory Affairs function, a team that ensures our products are in compliance with global, local, and internal regulations and meet the strictest standards of quality as we help people see brilliantly. The Associate, Complaints is primarily responsible for processing and investigating complaints, ensuring compliance with regulatory requirements, and supporting project goals.

Job responsibilities:

• Apply specialized knowledge to perform tasks and achieve objectives in the Complaints discipline
• Process, investigate, and monitor trending and reporting of product defect complaints, serving as the primary contact
• Align with Medical Safety and/or Research and Development on adverse events
• Address and expedite product complaints under the company's complaint policy and procedures
• Ensure compliance with regulatory agencies' reporting requirements
• Follow procedures with some decision-making authority, requiring job-related training, attention to detail, and reliability
• Support complaint activity monitoring and provide suggestions to modify existing manufacturing or packaging processes
• Maintain unified product defect investigation operating procedures
• Collaborate with cross-functional teams to drive problem-solving and innovation through scientific principles
• Adhere to Good Practice (GxP) regulations by strictly following Standard Operating Procedures (SOPs)
• Maintain accurate and complete documentation and ensure rigorous quality control
• Complete all required training and meet individual job requirements to contribute to the overall compliance of the organization
• Commit to continuous improvement in operations

All associates must adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training. Associates are responsible for meeting their individual job requirements and contributing to the overall compliance of the organization. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations.

Minimum requirement:

• Min Bachelors Degree in Science or Engineering, chemistry related
• Preferable min 1-2 years experience in Lab testing.

ATTENTION: Current Alcon Employee/Contingent Worker