Spécialiste, Qualité client / Specialist, Customer Quality

Cameleon RH • Pointe-Claire, QC

3d • Hybrid

About The Position

At Caméléon, we believe that happiness at work starts with finding the right match between the right role, the right company, the right manager and an inspiring work environment. Our mission is to support you in a professional adventure where you can thrive, both as a professional and as an individual. Today, we are looking for a Customer Quality Specialist who wants to put their expertise in quality and complaint management to work in an organization where the voice of the customer is truly valued. Are you a strong relationship builder? Do you enjoy finding the best solutions to meet diverse customer needs? If you like understanding challenges, collaborating with multiple teams and moving things forward, this opportunity could be your next challenge! You will join a team working in a regulated environment where quality, customer experience and business objectives need to move forward hand in hand. In this role, you will become a true go-to resource for customer complaint management, while acting as a bridge between the Quality, Commercial/Sales, Customer Service, Supply Chain, Sourcing, Regulatory teams and suppliers.

Requirements

• Bachelor’s degree in Engineering, Life Sciences, Quality/Regulatory Affairs or a related technical discipline
• Minimum of 4 years of relevant experience in quality, compliance, regulatory affairs, quality engineering, product lifecycle management or a related technical field
• Ideally 5 to 8 years of experience in complaint management, or approximately 5 to 10 years of overall relevant experience
• Hands-on experience in complaint management and investigations
• Experience working in a regulated environment
• Excellent communication skills, particularly in English
• Strong customer focus and the ability to navigate challenging situations
• Ability to manage multiple cases and investigations simultaneously
• Experience collaborating with suppliers
• Ability to influence various stakeholders and drive issues forward
• Strong autonomy and the ability to make day-to-day decisions
• Analytical mindset, sound judgment and a solution-oriented approach
• Good understanding of the business impact of quality issues
• Knowledge of regulations applicable to medical devices, including FDA Medical Device QSR, Canada CMDR and ISO 13485
• Experience managing or coordinating projects
• Willingness to travel occasionally, approximately 15% of the time

Nice To Haves

• Experience in the medical device industry is preferred, but not mandatory.

Responsibilities

• Manage customer complaints from A to Z: gather information, coordinate investigations, ensure follow-ups and drive timely and compliant resolutions.
• Be the voice of the customer within internal teams and ensure clear communication with customers regarding issues, investigations and corrective actions.
• Collaborate with Commercial, Quality, Supply Chain, Regulatory teams and suppliers to develop solutions that meet customer needs and regulatory requirements.
• Analyze quality trends and contribute to the management of CAPAs, non-conformities and recurring issues.
• Participate in continuous improvement initiatives aimed at optimizing quality processes and operational efficiency.
• Make decisions independently, while knowing when to escalate high-risk or high-impact situations.

Benefits

• A strategic role at the heart of customer experience and quality.
• A collaborative environment where you will work closely with Quality, Commercial, Supply Chain, Regulatory teams and suppliers.
• Autonomy and influence to make decisions and move initiatives forward.
• A variety of responsibilities, including complaints, investigations, CAPAs, continuous improvement and quality projects.
• A great opportunity to grow your expertise in the medical device industry.
• A tangible impact on the customer experience by ensuring their voice is heard and contributing to sustainable solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level