Medical Quality Complaint Management Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate escalated complaint files for completeness, accuracy, and adherence to established protocols.

• Reach out to complainants, complaint preparers, field personnel, and stakeholders to gather missing or clarifying information.

• Ensure accurate documentation of collected information in complaint management systems.

• Retrieve and oversee MQ reports each morning and midday.

• Monitor new and open MQ tickets to guarantee timely review, updates, and resolutions.

• Handle a high-volume workload while maintaining precise documentation.

• Gather, organize, validate, and analyze MQ-related data.

• Generate reports and visual representations.

• Conduct special research, data collection, and verification projects.

• Identify gaps in documentation, process issues, and potential risks, escalating them as necessary.

• Assist field personnel with accurate, timely, and compliant complaint documentation.

• Uphold confidentiality while adhering to quality, regulatory, and data management standards.

• Facilitate MQ process training for new employees and offer team-wide training on updates.

• Keep training materials, process guidelines, and reference documents current.

• Execute checks and balances to confirm adherence to procedures.

• Provide coaching and clarification regarding process or documentation issues.

• Stay informed about MQ process updates, changes, and implementations.

• Encourage knowledge sharing, consistency, accountability, and ongoing improvement.

• Collaborate with Field Service, Technical Support, Quality, and other cross-functional partners.

⛳️ Requirements

• Experience in reviewing detailed records, complaint files, quality documentation, or similar case management information.

• Exceptional attention to detail and a strong commitment to thorough and accurate documentation.

• Capability to independently manage a high-volume workload while meeting deadlines and maintaining quality.

• Strong written and verbal communication abilities.

• Proficiently obtain information from a variety of stakeholders in a professional manner.

• Quick learner with the ability to effectively utilize multiple software applications, systems, and workflows.

• Intermediate proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Outlook.

• Experience in collecting, organizing, verifying, and analyzing data.

• Proven success in collaborating within diverse and cross-functional teams.

• Required experience with SAP.

• Preferred experience in MQ, P58, complaint handling, quality management, medical devices, healthcare, or another regulated environment.

• Preferred experience in training employees or supporting system and process implementations.

• Ability to work independently and in a structured manner with accuracy, accountability, and personal responsibility.

• Strong organizational and time management skills.

• Ability to identify process gaps, evaluate information, and determine appropriate next steps.

• Adaptability to changing processes, requirements, and technology.

• The successful candidate must be capable of working with controlled technology in accordance with US export control laws.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Paid parking/public transportation

• Paid time off

• Paid sick and safe time