Join a dynamic team dedicated to enhancing quality and compliance within the
pharma/biopharma industry
. In this role, you will play a crucial part in complaint management and escalation processes, providing oversight and support to ensure optimal operational efficiency.
As an ideal candidate, you are an experienced
Complaint & Escalation Management Quality Lead
with a successful background in managing quality issues and driving continuous improvement initiatives. If you excel in a fast-paced environment and enjoy collaborating with various stakeholders, this opportunity may be perfect for you.
* You provide oversight of the complaints program while supporting daily complaint processing within the contract group.
* You serve as the point of contact for procedural inquiries and system issues.
* You review deviations associated with errors in complaint processing.
* You assist in updating global procedures and training materials.
* You generate and analyze KPI data to identify trends and drive improvements.
* You facilitate discussions within the Escalation/Recall Committee regarding significant quality issues.
* You guide investigation teams to resolve issues effectively.
What are we looking for?
* You have at least
8-10 years of experience
in complaints management.
* You possess strong skills in
data analysis
and generating KPIs.
* You demonstrate strong leadership and influencing skills with cross-functional teams.
* You are proactive, working autonomously without needing step-by-step guidance.
* You are proficient in
English
(written and spoken) and comfortable with global discussions.
* You have experience in updating
SOPs/procedures
and working with eQMS systems.
* You can navigate ambiguous situations to drive resolutions effectively.
* You are familiar with escalation and recall processes.
* You have experience with combination products or device quality systems.
* You have experience in process improvement and change management.
* You are capable of interacting in
French
(beneficial but not mandatory).