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Quality Complaint Investigator (Part time)

Libertyville, IL 60048

Posted: 05/23/2023 Employment Type: Contract Job Category: Engineering Job Number: 563295 Is job remote?: No Country: United States

Job Description

SUMMARY
The Quality Complaints Investigator – Contingent Worker is responsible for timely processing complaints, following up on complaint investigations, and monitoring the trends from complaint data. The contingent worker will gather information about product failures as well as user or manufacturing errors that potentially lead to those failures.

RESPONSIBILTIES
• Act as the primary notification and consolidation point for processing, analyzing, and reporting product complaints
• Reviews and analyzes database such as SAP and SalesForce.com (SFDC) to identify and report recurring issues
• Documents and tracks contact information, reported issues and problems in accordance with guidelines and external regulatory requirements
• Analyze trends and ability to provide recommendations to other departments on potential corrections
• Gain product and process knowledge to understand root cause
• Evaluation of complaint information from systems such as SAP or SFDC for potential non-conformance or reportable (MDR, Safety, etc.)
• Collaborate with other internal groups to respond to product inquiries and issues

ESSENTIAL FUNCTIONS OF THE ROLE
• Must have manual dexterity (use of mouse, keyboard) – to type and enter data into a computer
• Must be able to sit for prolonged periods of time (6-8 hours per day)
• Must be able to stand for significant periods of time (3-4 hours per day)
• Must be able to handle multiple prolonged telephone conversations
• Hybrid work environment

ACADEMIC / CREDENTIALS / CERTIFICATIONS
• Bachelor’s Degree
• Must speak fluent English

LENGTH OF EXPERIENCE
• Minimum 2 years customer support or similar experience with progressive responsibilities, including training, root cause analysis and problem solving, report generation
• Minimum 2 years work experience in a medical device or pharmaceutical market • General awareness of industry regulations (ISO 13485) and cGMPs
• Excellent Communication skills – verbal and written
• Experience with Microsoft Office suite
• Demonstrated problem solving skills and implementation of new processes
• Experience in a team-oriented business setting
• Willingness to support other quality systems such as auditing and training
• Strong organizational skills
• Possess the ability to work under pressure and exhibit multi-tasking capabilities • Self-motivated and self-directed • Positive attitude
• Good time management and organizational skills

SPECIALIZED SKILLS / TECHNICAL KNOWLEDGE
Desirable, but not required: • Microsoft Office • SAP Experience • SFDC Experience
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Although this hasn't been an issue at The Planet Group, the staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at The Planet Group.

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