Complaint Analyst II

Job DescriptionCustomer Quality member responsible for supporting Post Market Regulatory Affairs activities associated with complaint handling and MDR submissions. These activities include intake, investigation, documentation, follow-up, regulatory reporting and metrics. The Customer Quality Specialist is responsible for the oversight and direct support of technical evaluations and investigational tasks required for complaint processing/closure. The Customer Quality Specialist works collaboratively with Quality, Engineering, Manufacturing, Product Development and other functional experts. DUTIES: • Directly interface with Hospitals, Surgeons, and Internal employees for reporting of complaints and adverse events • Interact positively with customers, patients, internal/external business partners and colleagues • Adhere and comply to work instructions, standard operating procedures, and regulations • Expedite investigations by collaborating with internal/external business partners • Achieve productivity targets • Fully training within three months of hire • Achieve accuracy targets for complaint documentations • Participate in projects and events • Complaint determination • Reportability assessments • Conduct follow-ups with complainant, reporters • Checking your own work • Updating SharePoint • Tracking complaints in the process for closure  Participate in CAPA activities and act as CAPA task owner as required  Updating and revising work instructions  Prepare responses to customers • All other duties as assigned PROFESSIONAL EXPERIENCE REQUIREMENTS: Ability to work in a cross-functional matrix environment Active listening/ phone skills Page 2 of 2 DePuy Synthes job descriptions may be revised at management's discretion, at any time. • Collaboration and teaming skills • Critical thinking skills • Detail orientation • Organization skills • Prioritization and multi-tasking skills • Strong verbal and written communication skills • Knowledge of basic medical terminology • Proficiency in MS Office (Word, Excel, Outlook, PowerPoint, Sharepoint) • Continuous learner • Global mindset • Accountability for own work  Problem solving/Root cause analysis skills EDUCATIONAL REQUIREMENTS:  Bachelor’s Degree or equivalent experience  Generally requires 2-4 years of related work experience • RAC or ASQ certifications a plusAdditional InformationAll your information will be kept confidential according to EEO guidelines.