Complaint Analyst

Acara•Salt Lake City, UT

4d•$21 - $24•Hybrid

About The Position

Are you a Complaint Analyst looking to join one of the top companies in the Aerospace and Defense industry ? Are you looking to further your career and grow? Do you have experience with customer complaints and customer Escalations in an FDA-regulated medical device company ? If you answered yes to those three questions, then apply today! Acara Solutions seeks highly qualified candidates to work Hybrid with our client in Salt Lake, UT. Interested? Here's what you'd do: The Complaint Analysts are responsible for processing complaint data, approving data entry, and analyzing customer complaint information for the organization. Customer Service receives the calls and collects information from customers. Complaint Analysts review complaint information and work with various departments, including Customer Service, Clinical, Regulatory, and Service, to ensure the complaint records are complete, accurate, and compliant with Quality Systems Work Instructions. Handle complaint processing escalations in a consistent and timely manner. Reporting of Complaint Metrics to functional areas within MMD. Keep complaint handling work instructions up to date and in alignment with all Quality and Regulatory requirements. Maintain and provide standardized complaint data upon request. Maintain the standard for accurate record documentation of communication and correspondence with customers. Identify opportunities for improvements in complaint handling and provide training support as needed. Complaint triage and routing of complaint information to appropriate personnel. Ensure the complete and accurate documentation of complaints. Assist internal personnel on complaint investigations. Quickly identify and evaluate problems to reach a solution. Communicate answers and solutions to coworkers confidently. Assist other quality staff with their duties as requested. Maintain healthy and open communication lines with other departments. Complete needed training promptly.

Requirements

Associate Degree with 4 years of experience
Minimum 1 year of experience with customer complaints and customer Escalations in an FDA-regulated medical device company

Nice To Haves

Good understanding of the FDA-regulated products and services MMD offers
Good grasp of company policies and able to make good decisions
Ability to solve complex problems under pressure
Good file handling and organizational skills
Can maintain a professional manner while dealing with customer complaints
Understanding or working knowledge of FDA complaint reporting per 21 CFR 803
Self-starter, able to manage a variety of tasks simultaneously, and lead others by example
Excellent analytical and communication skills
Ability to effectively communicate via email/telephone
Good computer skills, including Word, PowerPoint, and Excel
Able to succeed in a highly regulated compliance-oriented environment while still providing service excellence

Responsibilities

processing complaint data
approving data entry
analyzing customer complaint information
review complaint information
work with various departments, including Customer Service, Clinical, Regulatory, and Service, to ensure the complaint records are complete, accurate, and compliant with Quality Systems Work Instructions
Handle complaint processing escalations in a consistent and timely manner
Reporting of Complaint Metrics to functional areas within MMD
Keep complaint handling work instructions up to date and in alignment with all Quality and Regulatory requirements
Maintain and provide standardized complaint data upon request
Maintain the standard for accurate record documentation of communication and correspondence with customers
Identify opportunities for improvements in complaint handling and provide training support as needed
Complaint triage and routing of complaint information to appropriate personnel
Ensure the complete and accurate documentation of complaints
Assist internal personnel on complaint investigations
Quickly identify and evaluate problems to reach a solution
Communicate answers and solutions to coworkers confidently
Assist other quality staff with their duties as requested
Maintain healthy and open communication lines with other departments
Complete needed training promptly