Complaints Management Specialist

About the role

The Complaints Management Specialist will support activities and procedures associated with complaint data reporting and usage under the direction of the Data Coordinator. The role involves pulling, interpreting, and generating metrics and reports for product complaint data from various sources for the local North America Regional Complaint Center and the broader North America Region.

Responsibilities

• Generate established reports and metrics in a timely manner, including daily, weekly, monthly, and yearly reports.
• Generate ad hoc reports and metrics in a timely manner by transforming new and potentially complex requirements into actionable deliverables.
• Monitor process performance to proactively assure complaint center metrics are met based on internal and external customer needs.
• Engage with internal analysts throughout the world for data requests, verification, and alignment.
• Present data and metrics to teams, leadership, and other stakeholders.
• Understand the complaint handling process in order to generate meaningful reports and metrics.
• Support data requests for site audits, CAPA investigations, and continuous improvement activities to support the Quality Management System.
• Maintain annually competencies through training and documentation of training.
• Provide feedback to management for compliant process improvement opportunities identified through data analysis.
• Raise any escalated customer concerns to the next level of management.

Requirements

• High level of problem identification, analysis, and formulation of conceptual/technical and business solutions.
• Data extraction experience from a multitude of systems.
• Ability to assess priorities and take ownership of tasks with minimal supervision.
• Teamwork and collaboration skills.

Qualifications

A Bachelor's degree is required, preferably in Life or Computer/Data Sciences, or a combination of education and 2+ years of relevant data analysis experience.

Skills

• Proficiency in data analysis tools and software, including Microsoft Excel.
• Meticulous attention to detail.
• Strong time management skills.
• Effective communication and documentation skills.
• Ability and desire to learn quickly.
• Objectivity, assertiveness, and thoroughness.