Lead Executive - EMQ Customer Complaint

APOTEX; Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Disability accommodation

Job summary

APOTEX, a Canadian-based global health company, seeks a QA/QC professional to manage third-party customer complaints and ensure regulatory compliance across the supply chain. The role supports in ensuring product quality and aligns with global GMP standards.

You will coordinate with Regulatory Affairs, Corporate Quality, and external manufacturers to ensure timely CAPA, documentation control, and continuous improvement across External Quality functions.

Qualifications

• Bachelor’s degree in science or college diploma in pharmaceutical technology.
• Strong knowledge of global cGMPs (HC, FDA and EU).
• Experience with QA/QC systems for human drug products.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Handle customer complaints for products manufactured by third parties.
• Triaging and logging incoming complaints and sending acknowledgement letters.
• Notify third-party manufacturer of complaints and track investigation progress.
• Review investigation reports to ensure CAPA adequacy and close complaints with response letters.
• Assist in developing processes for Product Compliance File assessment and gap closure.
• Coordinate SOP development and a centralized documentation control system for External Quality.

Skills

Global cGMP knowledge

Detail-oriented

Multitasking

Analytical thinking

Inter-personal communication

Independent worker

Team collaboration

Stakeholder management

Education

Bachelor’s degree in science/College Diploma in Pharmaceutical Technology

Tools

SAP

TrackWise

Job description

Select how often (in days) to receive an alert:

Apotex is a Canadian-based global health company. We improve everyday access to affordable, innovative medicines and health products for millions of people worldwide, with a broad portfolio of generic, biosimilar, innovative branded pharmaceuticals and consumer health products. Headquartered in Toronto, with regional offices globally, including in the United States, Mexico and India, we are the largest Canadian-based pharmaceutical company and a health partner of choice for the Americas for pharmaceutical licensing and product acquisitions.

Responsible for execution of Quality Systems to ensure that Apotex meets its regulatory and GMP compliance obligations for Third Party manufactured products and products supplied by Apotex under contract to Third Party Organizations. This includes Quality Systems to support Customer Complaint Management and Annual Product Quality Review. Interact with internal groups involved in Third Party Operations (e.g., RA, New Product Launch, Supply Chain, Sales & Marketing and other Quality groups).

Job Responsibilities

• Responsible for handling Customer Complaints for products manufactured by Third Parties according to the Customer Complaint process.
  • Manages the receipt of incoming customer complaints.
  • Triaging of all incoming complaints.
  • Logs complaint details into customer complaint system and sends out Acknowledgement Letter to complainants.
  • Notify the Third-Party manufacturer of incoming complaints.
  • Tracks investigation progress by Third Party manufacturer.
  • Review Third Party Investigation Report to ensure that complaint was satisfactorily investigated and adequate CAPA identified.
  • Close complaints and sends out Response Letter to complainants.
  • All non-critical complaints that are identified as Critical (during investigation outcome or new information) must be escalated to Global External Manufacturing Quality on same day.
  • All critical complaints with known problem type but not limited to (e.g., Leaking PFS, Red spot on SGC, Solubility & Precipitate).
• Review the final APR using vendor’s APR and Apotex’ s APR and submit it to Manager in Canada for final approval.
• Assists in the development of processes for Product Compliance File assessment and gap closure. Provides support to Regulatory Affairs & Corporate Quality on internal requests for information held at Third Party Manufacturers.
• Supports in the development of SOPs to ensure efficient and compliant External Quality functions.
• Coordinates a centralized documentation control system for External Quality. Coordinates the routing for review, issuance and archiving of External Quality controlled documents.
• Updates and maintains the External Quality database for Third Party Manufacturers.
• Works in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
• All other duties as assigned.

Job Requirements

• Education
  • Bachelor’s degree in science or a College Diploma in Pharmaceutical Technology, or a related field.
• Knowledge, Skills and Abilities
  • Strong knowledge of Global cGMPs (HC, FDA and EU) and the QA/QC systems associated with the manufacture of human drug products.
  • Detail-oriented, accurate and reliable.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Superior organizational skills, analytical thinking and inter-personal communication skills.
  • Ability to work independently or as part of a team.
  • Ability to build strong working relationships with Third Party partners.
  • Demonstrates personal leadership and accountability.
• Experience
  • At least 5-6 years of progressive Quality experience in QA or QA/QC roles.
  • Experience with Microsoft Computer Products (Word, Excel, Access, PowerPoint).
  • Experience with SAP and TrackWise is an asset.

At Apotex, we are committed to fostering a welcoming andaccessible work environment, where all everyone feels valued, respected, and supported to succeed.

We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.