Ensure execution of the quality complaint process in compliance with procedures, laws, and regulations.
Maintain high quality in complaint records and related tasks.
Lead team initiatives and projects focused on process and performance improvement.
Establish clear performance expectations and drive daily improvement.
Prioritize workload based on changing volumes and record flow.
Lead and mentor complaint investigators, offering guidance and support.
Raise potential quality issues to management promptly.
Monitor and oversee team and individual staff performance and development.
Ensure ongoing training and compliance with quality standards.
Manage daily operations of complaint handling team.
Participate in audits and assessments by providing necessary documentation and process knowledge.
Foster a culture of continuous improvement and customer focus.

Doctorate degree
OR
Master's degree with 4–6 years of quality management (focus on complaint handling)
OR
Bachelor's degree with 6–8 years of relevant experience
OR
Diploma with 10–12 years of relevant experience

Quality and manufacturing experience in biotech, medical device, or pharmaceutical industry
Strong leadership and multitasking skills across projects
Familiarity with advanced project management tools
Ability to work effectively in a matrixed/team environment
Experience applying DAI (Decision, Alignment, and Integration) principles
Knowledge of QMS requirements and manufacturing/testing processes (e.g., API, Drug Product, Packaging)
Strategic negotiation skills and cross-functional leadership experience
Strong rapport-building and conflict-resolution abilities
Adaptable complaint-handling strategies based on unique scenarios
Global collaboration and regulatory compliance navigation
Customer-first mindset and issue resolution perspective
Willingness to travel up to 20% domestically/internationally

Field Sales and Client Acquisition | Manager B2B Sales

Cluster Manager - Sales - Banca - Life Insurance