Quality Supervisor, Complaints

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Job Title: Quality Supervisor - Complaints

Summary of Objective:

The Complaints Quality Supervisor has the primary function of supervising the team that was conducting customer complaint investigations. The individual also performs support functions related to maintaining the overall Quality Management System.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.

• Supervise the team involved in the intake, drafting, and closure of customer complaints
• Collaborate with internal departments to effectively communicate with other customers
• Capable of resolving complex issues through collaboration with internal and external parties
• Represent PCI on customer calls related to customer complaint investigation
• Receive communications from customers related to complaints
• Log complaints into the QMS system
• Conduct investigations utilizing root cause analysis tools and work with other functional areas to identify the cause and appropriate corrective and preventive actions
• Draft and peer review customer complaint investigations
• Communicate directly with clients in resolution of customer complaints
• Compile metrics for the functional area
• Assist with compiling information for regulatory filings
• Responsibility will include some facets of maintaining and improving the overall Quality Management Systems (i.e. APQRs, internal audits, CAPA effectiveness, change control)

SUPERVISORY RESPONSIBILITIES:

Supervisory responsibilities over 2 to 3 individuals

Special Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be physically capable to perform the duties listed below with or without reasonable accommodations which may be made to enable individuals with disabilities to perform the essential functions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Must be physically capable to perform the above duties with or without reasonable accommodations which may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, and color vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required for the stated position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• A college degree with a concentration in a scientific discipline is preferred.
• Possesses excellent organizational, time management and multi-tasking skills in order to meet commitments and deadlines.
• The candidate must be able to demonstrate basic proficiency with personal computers, business software (e.g., MS Office) and technical software (e.g., TrackWise). Abil