Quality Complaint Specialist

at  ONWARD Medical

At ONWARD we’re looking for a Quality Complaint Specialist to join our team.
Full-time · Lausanne

• Handle product complaints efficiently in accordance with internal procedures. This includes registering complaints, receiving and decontaminating returned goods (if necessary), investigating root causes with cross-functional teams, gathering relevant data, and recommending corrective actions.
• Support the regulatory team by providing timely and accurate information for reporting serious incidents to relevant authorities and assist with early product surveillance investigations.
• Liaise with Customer Experience team to gather information and provide final response to complainants.
• Document and manage complaint data and test results in global systems.
• Work closely with R&D, Clinical Affairs, and Manufacturing teams to resolve product quality and safety concerns.
• Contribute to management of Device Deficiencies related to investigational devices (investigation, definition of CAPA).
• Contribute to management of feedback on investigational devices.
• Conduct statistical analyses to identify trends, drive quality improvements and support Post-Market Surveillance activities by gathering the relevant data and generating periodic reports, including PSUR report.
• Identify opportunities for enhancing customer satisfaction and refining complaint-handling processes.