Supervisor, Complaint Handling

Job Title Supervisor, Complaint Handling Job Description Job title: Supervisor, Complaint Handling Your role: The PMS Complaint Handling Specialist is responsible for streamlining and improving the complaint handling process, including communication with evaluators and investigators, managing complaint operations team, liaisioning with business/market/clinical/product experts, collaborating on investigations, performing moderate vigilance reporting activities and facilitating business audits to ensure transparency and compliance. The role regulates and enhances the quality of the process through ongoing evaluation and improvement measures. The role collaborates with investigators, overseeing screening, evaluation, and containment actions for complaints, escalating matters as necessary. The role conducts moderate vigilance reporting activities, submits regulatory reports, and facilitates communication during audits to ensure transparency and accuracy. You're the right fit if: (4 x bullets max) 1. Experience: 8+years of medtech industry experience in Complaints handling, (Must have exp in medical device) 2. Skills: • Works under general supervision and established processes and operational policies with independent judgement, provides information on low-complexity product-specific concerns, responds to questions from complaint evaluators and complaint investigators, ensuring effective communication and support throughout the process. • Regulates the quality of the complaint handling process executed by both the complaint evaluator and complaint investigator, ensuring ongoing evaluation and improvement measures are implemented to enhance performance and effectiveness in managing complaints. • Applies analytical skills to resolve medium complexity requests efficiently, exercises judgment within defined procedures/practices to determine appropriate action, identifies and escalates instances, regarding initial coding assessment, product inquiries, and reportability decisions. • Conducts team meetings, contributes insights, and updates, ensures the documentation of errors for comprehensive analysis and improvement, and identifies patterns and areas for enhancement. • Analyzes complaint data comprehensively, reviews additional gathered information as necessary, and collaborates cross-functionally to provide constructive feedback teams regarding potential product enhancements, defects, and safety evaluations. • Oversees the comprehensive screening, evaluation, and ongoing monitoring of complaints spanning both product and non-product realms, reviews moderate complaint criticality, initiates essential containment actions, and escalates matters to the manager for further assessment and determination of appropriate course of action. • Assists in training new team members on complaint handling procedures and best practices by providing guidance, sharing knowledge, and demonstrating effective techniques about appropriate methods for managing and resolving complaints efficiently. • Conducts quality checks to ensure that complaint handling processes are effective and adhere to established standards, aiming to maintain high levels of customer satisfaction and compliance with regulatory requirements. …