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Global Product Surveillance Quality Associate in Round Lake, IL at Revolution Technologies

Date Posted: 1/4/2019

Job Snapshot

Job Description

Job Description:

This position is responsible for receiving complaints via direct calls, triage and processing complaint files.

Essential Duties & Responsibilities:

  • Effectively manage incoming customer calls and complaint workflow which includes performing daily tasks associate with processing these files which may include:
  • Collect necessary complaint information
  • Complaint entry, initial assessment and triage of complaints
  • Notify internal functions, external customers and suppliers
  • Perform follow-up calls with the customer
  • Determine reportability of a complaint
  • Evaluate complaint for need to investigate and coordinate sample retrieval
  • Respond to customer complaints (written and verbal)
  • Timely closure of complaints, as per procedure
  • Effectively manage workflow, identifying and escalating issues
  • Participate in continuous improvement efforts and projects, including CAPAs
  • Assist in developing plans to investigate risks
  • May mentor new team members

Job Requirements

Job Requirements/Preferences:

  • Previous experience in customer service and/or interactions with external customers.
  • Customer focused.
  • Solid written/verbal communication skills
  • Strong interpersonal skills.
  • Ability to prioritize and multitask.
  • Proficient with computers.
  • Ability to work with cross-functional teams to interact effectively with peers, management and customers.
  • Readily accepting of assignments to new/different products.
  • Strong critical thinking and problem solving skills
  • Ability to work independently
  • Detail oriented.
  • Minimum of an Associate’s Degree required in nursing, pharmacy, medical technology, engineering or scientific background (MLT, LPN, RN) or equivalent experience (defined as a minimum of 3 years of medical products industry experience).
  • Bachelor degree and/or clinical certification (MT, RN) preferred
  • 0-3 years’ work experience in a cGMP related industry or in a clinical setting
  • Project Management experience and/or certification preferred
  • Must have strong Microsoft Word, Excel (experienced in pivot tables & v-lookups), PowerPoint, and Outlook; Access is a great plus.
  • Must type at least 30 wpm with minimum errors a 90% accuracy rate.