Complaints Management Specialist

Job Description

The Spec 2, Complaint Mgmt (aka Data Analyst) will support activities and procedures associated with complaint data reporting and usage. Key responsibilities include:

• Generating established reports and metrics in a timely manner.
• Generating ad hoc reports and metrics in a timely manner by transforming new and potentially complex requirements into actionable deliverables.
• Monitoring process performance to proactively assure complaint center metrics are met based on internal and external customer needs.
• Engaging with internal analysts throughout the world for data requests, verification, and alignment.
• Presenting data and metrics to teams, leadership, and other stakeholders.
• Understanding the complaint handling process in order to generate meaningful reports and metrics.
• Supporting data requests for site audits, CAPA investigations, and continuous improvement activities to support the Quality Management System.
• Maintaining annually competencies through training and documentation of training.
• Understanding the importance of requests to properly triage to ensure that higher priority requests are processed first.
• Providing feedback to management for compliant process improvement opportunities identified through data analysis.
• Raising any escalated customer concerns to the next level of management.

Requirements

Must be highly skilled in verbal and written communication. Strong administrative and organizational skills; ability to work independently and with team.

Skills

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