Analyst I, Customer Complaints

Kenvue•Guelph, ON

3d•CA$53,000 - CA$86,135•Hybrid

About The Position

Kenvue is currently recruiting for an Analyst I, Customer Complaints. At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated. We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours.

Requirements

Bachelor’s degree in pharmacy, science, engineering or related field
A minimum of 1+ years of related experience including Quality Assurance and/or Quality Control, including experience working in pharmaceutical, medical devices or other related or highly regulated industry
Strong analytical mindset with the ability to interpret complex data and identify patterns.
Excellent communication skills to effectively document findings, coordinate with multiple departments, and respond to customer inquiries.
Keen attention to detail and a proactive approach to problem-solving.

Nice To Haves

Proficiency in Microsoft Office Suite, with advanced skills in Excel including v-lookups, h-lookups, macros, and pivot tables, and PowerPoint.
Proficiency in data management tools and basic statistical software to support complaint evaluation.
Strong analytical skills with experience in interpreting syndicated data and generating actionable reports.
Ability to effectively use computer systems and applications to manage data and support complaint investigations.
Demonstrated ability to adapt quickly and learn new regulatory frameworks and industry standards.
Detail-oriented with a focus on accuracy and completeness in documentation and reporting.

Responsibilities

Conduct initial assessment and identification of complaints in alignment with the product quality complaint program. This may include, but is not limited to, review of complaints to verify customer verbatim, lot number, subject coding, and trend analysis.
Review and process Monitored for Trend (MFT), change logs from the call center and medical safety to assess impact on triage and investigation process.
Evaluate field samples and/or photo attachments and analyze complaint data related to product quality issues to ensure timely processing of complaint investigations.
Analyze complaint data for timely processing and investigation of complaints related to product quality issues.
Review and process updated information for complaint change logs from the call center and medical safety to assess impact on triage and investigation process.
Assignment of complaints to manufacturing site, review of manufacturing site investigation and complaint closure as applicable
Collaborate with cross-functional teams such as Global Consumer Care, Medical Safety Internal affiliates and External site representatives to address and resolve complaints efficiently.
Monitor complaint records in the complaint management system to ensure standard process is being followed and complaints are closed as required.
Prepare reports as requested in support of internal and external audits as needed.
Compiles product and lot-specific complaint trending data and complaint closure metrics as requested.
Assist with global and regional projects within the department, communicate effectively with all levels of management.