Provide support to the global team for processing complaints and inquiries from internal and external customers about medical devices and complaints such as sales agents, sales representatives, manufacturing, commercial, hospital or medical sites, in addition to leading the team of analysts, ensuring compliance with regulatory requirements in the process as well as adequate team performance. In addition, it must guarantee compliance with corporate procedures as well as product quality, customer satisfaction in addition to maintaining the quality system, while ensuring the profitability of the same process.

MAJOR RESPONSIBILITIES

• Provide daily direction to the local team of analysts responsible for processing complaints.
• Have a future-focused perspective to ensure that trends are ahead of trends.
• Managing the application of policies, procedures, and new product launches that impact the complaint processing department.
• Provide support as a complaint processing expert in internal and external audits. 
• Ensure that complaint records meet the appropriate requirements and ensure that the equipment is kept up to date with current obligations.
• Lead internal controls to ensure required performance compliance for the team in charge.
• Provide support when required in other functional areas of the PMQA department such as Intake or reporting. 
• Performer of quality activities such as CAPAs, internal audits, change control or procedures.
• Ensure the development of its staff in charge through the tools provided by the organization.
• Prepare and submit data related to product complaints.
• Ensure continuous improvement related to error control in data integrity through good documentation practices.