Quality Assurance Lead, APAC Designated Complaint Unit
Formed in 2019 through the merger of Sivantos and Widex, WS Audiology combines over 140 years of experience in pioneering better solutions to help people with hearing loss. With a passion for impact, our 11.000 employees are committed to achieving our purpose: wonderful sound for all. With brands like Signia, Widex, Audio Service, Rexton, and Vibe, and with diverse assets across wholesale, retail, online, managed care, and diagnostic solutions, we are active in over 125 markets. Going beyond together, we achieve annual revenues of around EUR 2 billion.
This is an opportunity for a key role in the WS Audiology Designated Complaint Unit to lead and be responsible for the overall complaint handling programs and processes across APAC. The position will be located in our global quality hub in Singapore reporting to the Director - Customer Service & Sales in the United States. You will work closely with the different departments, and contribute to measurable improvements in complaint handling, product quality, and the customer experience.
Manages daily activities of various members of the WSA Designated Complaint in APC
Work with Local Points of Contacts, customer service and sales teams in APAC to ensure process adherence
Responsible to develop and maintain complaint handling procedures, associated work instructions and training content
Leads and coordinates monitoring and review of issues/customer dissatisfaction/complaints received for APAC
Manages related inputs for internal/external audits, management review, data review, CAPA, etc.
Participates and provides input in PMS data review, Safety Boards, Risk Management Board, and other forums as needed
Receives, process and manage complaints end to end complaint for APAC
Ensures complaints are processed and documented according to WSA and Regulatory requirements
Ensures complaints are investigated in due time and work cross-functionally with complaint device engineers on prioritization
Assist in implementing and maintaining local QMS, training system and doc control related procedures.
Measures performance against process requirements.
At least 5 years experience in Quality, Quality Management Systems; preferably in the medical device industry.
Working knowledge of ISO 13485, CFR/GMP, EU MDR
Experience or demonstrated know-how in managing a team or process is
Knowledge of complaint handling standards and regulations is preferred. Another relevant customer service, technical support, team-leading experience preferred.
Join Us and be part of our Global Quality Team today!