Specialist Quality Complaints

Weil Group, Inc; Juncos (PR); On-site; USD 55,000 - 75,000; Full time

Job summary

Weil Group, Inc is seeking a Product Complaints Specialist to lead investigations, analyze trends, and ensure timely actions. You will maintain a centralized complaints database, summarize findings, and prepare science-based reports for review by cross-functional teams.

Strong writing ability, project management, and GMP experience are essential. You will communicate with patients and partners, escalate issues as needed, and help close corrective actions efficiently.

Qualifications

• Strong project management skills and ability to lead cross-functional teams.
• Excellent written and verbal communication, including facilitation and presentation skills.
• Ability to work in a matrix GMP environment and prioritize multiple tasks.

Responsibilities

• Lead and manage product complaint investigations.
• Maintain and update the complaints database with factual information.
• Review investigations for clarity and science-based conclusions.
• Follow up on corrective actions and close investigations.

Skills

Project management

Written communication

Team collaboration

Leadership

Analytical thinking

Customer service

GMP knowledge

Education

Doctorate or Master’s in related field

Bachelor’s in related field

High school diploma / GED

Job description

SUMMARY

Primary responsibilities include: Supporting the product complaint system through; leading and managing product complaint investigations, performing data analysis and trending of complaint information to proactively detect signals and take appropriate actions in a timely manner.

FUNCTIONS

• Keep the complaints database updated as soon as factual information is available and summarize closed investigations into the database accurately.
• Ensure complaint related investigations are concise, clear and science-based by reviewing and approving such investigations.
• Follow-up on corrective actions derived from investigations through completion.
• On occasion, depending on the nature and complexity of the complaint, the specialist may be responsible of conducting and documenting the investigation.
• Therefore, the candidate must possess excellent writing skills that include closing the gap between a highly technical investigation into a simple and concise document that can be understood by non-technical reviewers.
• May also include: Communication and escalation of complaints, site representation on the product complaint network and generation and issuance of closure letters to patients and business partners.

EDUCATION/LICENSES

• Doctorate degree or Master's degree and 2 years of directly related experience to the job or Bachelor's degree and 4 years of directly related experience to the job or Associate’s degree and 8 years of directly related experience or High school diploma / GED and 10 years of directly related experience.

COMPETENCIES/SKILLS

• Strong project management skills, experience leading cross-functional teams, and the ability to handle multiple projects simultaneously is a must.
• Excellent written and verbal communication skills, including facilitation and presentation skills.
• Able to work in a team-oriented, matrix environment and work effectively with diverse departmental groups.
• Be self-motivated, able to interface effectively with various levels, attentive to details and able to prioritize and meet deadlines, and must possess excellent leadership, problem solving, analytical, influencing and customer service skills to operate and deliver results in a matrix-managed GMP environment.
• Computer literacy, independently understand, follow and implement instructions, work independently or as a team player and collaborate with outside resources, and the ability to evaluate issues, make decisions and determine when to elevate, as necessary.

Weil Group is proud to be an Equal Employment Opportunity Employer.