Complaints Specialist

Insight Global; Concord (NC); On-site; USD 65,000 - 85,000; Full time

Job summary

Insight Global seeks a QA Complaints Investigator to support complaint handling and investigations at the Concord manufacturing site. You will conduct investigations related to manufacturing, packaging, and drug-device combinations, and initiate technical investigations with trend workflows and RCIs.

You will partner with Quality, Manufacturing, Engineering, and Technical Services, monitor daily complaints, and prepare metrics for leadership.

Qualifications

• Bachelor’s degree in Engineering, Life Sciences, or related field.
• Minimum 3 years in a regulated pharma/biotech/medical device environment.
• Experience with complaint investigations and quality systems.
• Knowledge of regulatory requirements (cGMP, 21 CFR Part 820, ISO 13485).
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office; experience with Veeva or other QMS systems preferred.
• Understanding of statistics and data analysis; experience with device/packaging.
• Familiarity with parenteral products and sterile operations.
• Experience with deviation investigations, CAPA, and Trending analysis.
• Ability to manage multiple investigations in a high-volume environment.

Responsibilities

• Conduct thorough complaint investigations related to manufacturing and packaging, including prefilled devices and drug-device combos.
• Initiate and support technical investigations, including TWs, RCIs, and associated tasks.
• Perform trend analysis and quarterly reviews of product/process performance.
• Meet established complaint team productivity and cycle time metrics.
• Collaborate with SMEs across Quality, Manufacturing, Engineering, and Technical Services.
• Maintain ownership and accountability for assigned investigations and system tasks.
• Monitor, triage, and document incoming complaints daily.
• Compile and report complaint metrics monthly, quarterly, and ad hoc.
• Develop understanding of device/product packaging processes to support investigations.
• Collaborate with stakeholders to provide timely updates and high-quality service.
• Support continuous improvement initiatives and productivity in the complaints function.
• Prepare and present complaint data and insights to site leadership and process teams.

Skills

Complaint investigations

Regulatory knowledge

Analytical thinking

Problem solving

Strong communication

Microsoft Office

Veeva / QMS

Data analysis

Multi-tasking

Education

Bachelor’s degree in Engineering/Life Sciences or related field

Tools

Veeva

QMS systems

Job description

Job Description

The QA Complaints Investigator is responsible for supporting complaint handling and investigation activities for the Concord manufacturing site.

• Conduct thorough complaint investigations related to manufacturing and packaging, including prefilled devices, drug-device combination products, and drug products.
• Initiate and support technical investigations, including trend workflows (TW), root cause investigations (RCIs), and associated tasks, as applicable.
• Perform routine and ad hoc trend analysis to evaluate product and process performance, including quarterly reviews.
• Meet established complaint team productivity and cycle time metrics.
• Partner cross functionally with SMEs across Quality, Manufacturing, Engineering, and Technical Services to support investigations.
• Maintain ownership and accountability for all assigned investigations and associated system tasks.
• Monitor, triage, and document incoming complaints on a daily basis.
• Compile and report complaint metrics, including monthly, quarterly, and ad hoc analysis.
• Develop a strong understanding of device, combination product, and parenteral packaging processes to effectively support investigations.
• Collaborate with internal and external stakeholders to provide timely updates and ensure high quality customer service.
• Support continuous improvement initiatives and productivity efforts within the complaints function.
• Prepare and present complaint data and insights to site leadership, flow teams, and process teams.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Bachelor’s degree in Engineering, Life Sciences, or a related field

Minimum of 3 years of experience in a regulated industry (pharma, biotech, or medical device)

Experience with complaint investigations and quality systems

Knowledge of regulatory requirements (cGMP, 21 CFR Part 820, ISO 13485)

Strong analytical, problem-solving, and organizational skills

Excellent written and verbal communication skills

Proficiency with Microsoft Office; experience with Veeva or other QMS systems preferred

Basic understanding of statistics and data analysis Experience supporting device or combination product manufacturing/packaging

Familiarity with parenteral products and sterile operations

Experience with deviation investigations, CAPA processes, and trending analysis

Demonstrated ability to manage multiple investigations in a high-volume environment