Complaints & Quality Investigations Specialist

C16 Cochlear Malaysia SDN BHD. (Malaysia); Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Cochlear Malaysia is seeking a Complaints Specialist to receive, evaluate and report complaints in line with global processes. You will gather details from field staff to support investigations and regulatory reporting, monitor progress to ensure timely closure, and maintain accurate records.

You will assess if a device investigation is required, document root causes and corrective actions, and provide training on complaints procedures to Field staff.

Qualifications

• Minimum Degree in Biomedical/Bioscience or any relevant field.
• Experience in Medical Device/Pharmaceutical environment is highly desirable.
• Strong written and verbal English communication.

Responsibilities

• Gather complaint details from customer facing staff to support investigation and regulatory reports.
• Monitor and progress complaints to ensure timely reporting and closure to meet regulatory requirements.
• Maintain accurate records and keep others informed of updates.
• Assess if complaints require a device investigation and document root cause and corrective actions.
• Provide support and training on complaints processes to Field staff and wider user groups.
• Identify and support improvements to the complaints handling process and reporting.

Skills

Attention to detail

Analytical thinking

Oral and written English communication

Team collaboration

Education

Bachelor's degree in Biomedical/Bioscience or relevant field

Job description

Cochlear Malaysia is seeking a Complaints Specialist to receive, evaluate and report complaints in line with global processes. You will gather details from field staff to support investigations and regulatory reporting, monitor progress to ensure timely closure, and maintain accurate records.

You will assess if a device investigation is required, document root causes and corrective actions, and provide training on complaints procedures to Field staff.