Hybrid Consumer Resolution & QA Specialist

Coloplast; New Berlin (WI); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Hybrid and onsite facility

401(k) with company match

Generous PTO

Job summary

Atos Medical, part of the Coloplast group, is seeking a Consumer Resolution Specialist in New Berlin, WI. This hybrid role focuses on resolving consumer grievances, investigating root causes, and driving quality improvements across departments to enhance patient-centric support.

The position emphasizes strong communication, data analysis, and process optimization with opportunities for audits, training, and team collaboration within a global medical devices environment.

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.
• 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.
• Assist in preparing and documenting training to ensure personnel are properly informed and trained.
• Collaborate across internal departments to ensure timely resolution of issues.
• Meet individual, departmental, and company goals.
• Perform other related duties as assigned by management.

Skills

Customer service

Communication skills

Data analysis

Time management

Leadership

Problem solving

Attention to detail

Fast-paced work

Self-motivated

MS Office

Education

HS Diploma or equivalent

Bachelor's degree (preferred)

Tools

CRM systems

Veeva

Job description

Atos Medical, part of the Coloplast group, is seeking a Consumer Resolution Specialist in New Berlin, WI. This hybrid role focuses on resolving consumer grievances, investigating root causes, and driving quality improvements across departments to enhance patient-centric support.

The position emphasizes strong communication, data analysis, and process optimization with opportunities for audits, training, and team collaboration within a global medical devices environment.