MAIN RESPONSIBILITIES / DUTIES
Manage the corporate complaint handling activities, generate reports and perform analysis of data.
Assist the Customer Advocacy Team on properly recording complaints in the complaint system depending on the issue reported by the customer.
Lead the staff in charge of investigating complaints for the different sites / functional areas.
Provide support to complaint handling by customers and / or patients, according to what is requested.
Participate in quality improvement projects, providing data and performing analysis of specific situations.
REQUIREMENTS / QUALIFICATIONS
High school diploma is required. BA / BS degree or its equivalence in experience is a plus.
Minimum of two years of related experience and / or training; or equivalent combination of education and experience in contact centers is required.
Basic Knowledge of applicable Quality System regulations, such as GMP / QSR and ISO 13485, is desired.
Must be highly fluent in English, excellent verbal and written English communication skills. Overall excellent communication skills are required.
Fluent English required (reading, writing, and conversation).
SKILLS / COMPETENCIES
Must have good interpersonal skills and the ability to work cross-functionally.
Ability to focus attention to detail.
Ability to consistently follow through with projects to completion.
Ability to perform in a fast-paced, highly customized manufacturing environment.
Strong interpersonal, problem solving, organizational and prioritization skills are essential. Must be self-motivated and initiating.
Strong leadership and management skills, excellent people skills.
Advanced typing skills.
Must be proficient with computers and standard software programs (Excel, Word, e-mail, etc.).
Must be willing to work overtime, holidays, and weekends as required.
Must have leadership skills.
SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK
Contact center or Quality Management system certifications are a plus.
WORK ENVIRONMENT DEMANDS
No special requirements. While performing the duties of this job, the employee is regularly required to sit and talk or hear.
Extensive use of computer keyboard and mouse will be required. The employee is occasionally required to stand, walk, and reach with hands and arms.
The noise level in the work environment is usually moderate.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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