Manager Quality Complaints

• 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.

Basic Qualifications:

• 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

Preferred Qualifications:

• 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