Manager of Quality - Complaints and Deviations
The Manager of Complaints and Deviations is responsible for overseeing the end-to-end management of Product complaints and quality deviations. The role ensures that all issues are investigated, documented, and resolved in compliance with applicable regulatory requirements and internal quality standards. This position collaborates cross-functionally to drive continuous improvement, maintain product quality, and support customer satisfaction.
Grow with Us - Your Responsibilities
- Oversees the intake, assessment, investigation, and closure of customer complaints to ensure timely and compliant resolution
- Manages the identification, classification, and investigation of deviations arising from manufacturing, laboratory, and operational activities
- Leads cross-functional teams in conducting root cause analyses to determine underlying drivers of quality issues
- Ensures the effective initiation, tracking, and closure of corrective and preventive actions (CAPAs) linked to complaints and deviations
- Maintains compliance with applicable regulatory requirements and internal quality standards across all complaint and deviation processes
- Monitors and analyzes trends in complaints and deviations to identify recurring issues and support data-driven decision-making
- Collaborates with global and local teams to align processes, share best practices, and ensure consistency across sites
- Defines, tracks, and reports key performance indicators (KPIs) related to complaints and deviations to monitor performance and drive accountability
- Engages with internal stakeholders, including manufacturing, quality, and customer-facing teams, to ensure effective issue resolution
- Supports internal and external audits by providing documentation, responding to inquiries, and addressing observations related to quality events
- Drives continuous improvement initiatives to enhance...
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