Complaints and Escalation Management Quality Lead
Walloon Brabant
Life Sciences - QA
Reference number: 93161
Join a dynamic team dedicated to enhancing quality and compliance within the pharma/biopharma industry. In this role, you will play a crucial part in complaint management and escalation processes, providing oversight and support to ensure optimal operational efficiency.
As an ideal candidate, you are an experienced Complaint & Escalation Management Quality Lead with a successful background in managing quality issues and driving continuous improvement initiatives. If you excel in a fast-paced environment and enjoy collaborating with various stakeholders, this opportunity may be perfect for you.
- You provide oversight of the complaints program while supporting daily complaint processing within the contract group.
- You serve as the point of contact for procedural inquiries and system issues.
- You review deviations associated with errors in complaint processing.
- You assist in updating global procedures and training materials.
- You generate and analyze KPI data to identify trends and drive improvements.
- You facilitate discussions within the Escalation/Recall Committee regarding significant quality issues.
- You guide investigation teams to resolve issues effectively.
What are we looking for?
- You have at least 8-10 years of experience in complaints management.
- You possess strong skills in data analysis and generating KPIs.
- You demonstrate strong leadership and influencing skills with cross-functional teams.
- You are proactive, working autonomously without needing step-by-step guidance.
- You are proficient in English (written and spoken) and comfortable with global discussions.
- You have experience in updating SOPs/procedures and working with eQMS systems.
- You can navigate ambiguous situations to drive resolutions effectively.
- You are familiar with escalation and recall processes.
- You have experience with combination products or device quality systems.
- You have experience in process improvement and change management.
- You are capable of interacting in French (beneficial but not mandatory).
What do we offer?
- Enjoy a competitive salary package with extra perks that recognize your talent.
- Advance your career with a clear growth path, coaching, and mentoring to support you.
- Thrive in a dynamic and supportive environment where you can truly make an impact.
- Work when and where you perform best, ensuring an optimal work-life balance.
- Choose a flexible transport solution, from a company car to a public transport subscription.
- Expand your network and enjoy unforgettable moments at exclusive events and afterworks.
- Grow your skills with external courses and our in-house Pauwels Academy.
- Work on exciting projects with industry leaders in Life Sciences, Engineering & Digital.
- Seize opportunities at every level, from a strong start to career acceleration and expert collaboration.
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