Quality Assurance Lead, Apac Designated Complaint

4 days ago

Singapore WS Audiology APAC Full time

**About WSA**:
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.
**The Role**

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.
- Analyzes and tracks complaint metrics and take actions to ensure complaints are processed in a timely manner
- Works with customer-facing teams within APAC to ensure process adherence on customer-related processes
- 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
- Collaborates with other regions leads to ensure process consistency, coordinated process execution, and prioritization
- 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
- Leads and coordinates customer dissatisfaction data analysis for issue/support/complaint cases for APAC
- 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

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