Customer Resolution & Quality Advocate

Coloplast; Town of New Berlin (NY); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

HSA with employer contributions

Generous PTO and holidays

Hybrid and onsite facility

Job summary

Atos Medical, part of Coloplast, is seeking a Consumer Resolution Specialist to investigate and resolve consumer grievances, ensuring timely communication with customers and partners. The role conducts root cause analysis, supports audits, and collaborates across departments to improve quality and regulatory adherence.

The position involves audits, process improvements, training support, and maintaining knowledge of products and compliance.

Qualifications

• HS Diploma or equivalent.
• 3-5 years of relevant business experience.
• 1-2 years of call center experience.
• Demonstrated experience in project management, process improvement and decision-making abilities.

Responsibilities

• Document, investigate, and resolve consumer grievances regarding product or service issues.
• Communicate directly with customers to troubleshoot and resolve issues, providing follow-up when necessary.
• Support global partners with the collection, investigation, and response to product-related complaints.
• Build strong relationships with consumers as well as other quality-related departments.
• Conduct investigations and research to identify root causes of problems or responsible parties/processes.
• Gather and analyze data to identify trends, problem areas, or potential improvements.
• Apply systems, databases, and research techniques to support investigations and analysis.
• Write reports with recommendations, including preventive and corrective actions, for management.
• Identify, design, develop, and maintain solutions to improve processes.
• Work to expedite processes that have encountered delays.
• Coordinate the design, collection, and monitoring of key quality performance metrics (e.g., non-conformances, compliance violations, product complaints, audit responses, and investigations).
• Assist with policy, SOP, and work instruction writing and periodic reviews to ensure compliance with current quality requirements.
• Assist in the internal audits program including scheduling, conducting audits, generating reports, and managing audit files.
• Support reporting to local and global management on the effectiveness of controls, internal audit findings, complaints, and investigations.
• Maintain up-to-date knowledge of products, operations, and compliance rules/regulations.

Skills

Customer service

Data analysis

Time management

Communication

Problem solving

MS Office

CRM systems

Leadership

Education

HS Diploma or equivalent

Tools

Veeva

CRM systems

Job description

Atos Medical, part of Coloplast, is seeking a Consumer Resolution Specialist to investigate and resolve consumer grievances, ensuring timely communication with customers and partners. The role conducts root cause analysis, supports audits, and collaborates across departments to improve quality and regulatory adherence.

The position involves audits, process improvements, training support, and maintaining knowledge of products and compliance.