Quality Assurance Specialist, Designated Complaint Unit (Americas) - Hybrid

WSA – Wonderful Sound for All; Port Reading (NJ); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading hearing aid company seeks a Quality Assurance Specialist for their Designated Complaint Unit. This hybrid role involves managing and resolving customer complaints, requiring proficiency in complaint handling processes and Microsoft Office tools. Ideal candidates will have strong problem-solving skills and the ability to work in a global team. A salary range of $70,000 - $90,000 is offered. At WSA, we promote equal opportunity and encourage diversity in our workforce.

Qualifications

• Experience or knowledge with Complaint Handling processes and associated standards and regulations preferred.
• Strong problem-solving and time management skills.
• Ability to work both independently and as a team player.

Responsibilities

• Capture, assess, process, and resolve customer complaints in a timely manner.
• Screen new complaints for potential reportability.
• Review complaint files to ensure documentation aligns with requirements.
• Support stakeholders during inspections and audits.

Skills

Complaint Handling processes knowledge

Microsoft Office proficiency

Salesforce experience

Leadership capabilities

Problem-solving skills

Time management skills

Team player

Ability to work independently

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Quality Assurance Specialist, Designated Complaint Unit (Americas) - Hybrid

5 days ago Be among the first 25 applicants

WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Base range - 70,000 - 90,000

Essential Duties and Responsibilities

• Serve as part of the America’s DCU working in a Global and multicultural Team that ensures customer complaints are captured, assessed for reportability, processed and resolved in a timely manner as per applicable internal and regulatory requirements.
• Perform initial screening of new complaints to determine potential reportability, investigator and appropriate investigation location. Process local device return logistics for complaint handling.
• Perform follow-ups with investigators, LPOC’s and other partners to ensure complaints are processed in a timely manner.
• Continuously review complaint files to ensure documentation is aligned according to requirements (internal/external) and good documentation practices.
• Perform final review of complaint files to ensure all activities were completed and documented accordingly.
• Provide input on Global Projects and process improvements related to complaint handling.
• Provide support for stakeholders and ensure that Global complaint process inspections and audits (internal and external) are effectively managed.
• Serve as a contact person to local Customer Service, Affiliates and LPOC’s to ensure all appropriate complaint information is received for day-to-day complaint handling.
• Be available for early morning calls with global Team 1-2x per month.

Requirements

• Experience or knowledge with Complaint Handling processes and associated standards and regulations (FDA, ISO 13485, CFR, GMP, etc.) preferred
• Proficient with Microsoft Office tools (Excel, PowerPoint, Word).
• Salesforce and/or Complaint Management System experience preferred
• Possess leadership capabilities
• Strong problem-solving and time management skills
• Team player
• Ability to work independently

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.