Job Description
The QA Complaints Investigator is responsible for supporting complaint handling and investigation activities for the Concord manufacturing site.
Key responsibilities include:
• Conduct thorough complaint investigations related to manufacturing and packaging, including prefilled devices, drug-device combination products, and drug products.
• Initiate and support technical investigations, including trend workflows (TW), root cause investigations (RCIs), and associated tasks, as applicable.
• Perform routine and ad hoc trend analysis to evaluate product and process performance, including quarterly reviews.
• Meet established complaint team productivity and cycle time metrics.
• Partner cross functionally with SMEs across Quality, Manufacturing, Engineering, and Technical Services to support investigations.
• Maintain ownership and accountability for all assigned investigations and associated system tasks.
• Monitor, triage, and document incoming complaints on a daily basis.
• Compile and report complaint metrics, including monthly, quarterly, and ad hoc analysis.
• Develop a strong understanding of device, combination product, and parenteral packaging processes to effectively support investigations.
• Collaborate with internal and external stakeholders to provide timely updates and ensure high quality customer service.
• Support continuous improvement initiatives and productivity efforts within the complaints function.
• Prepare and present complaint data and insights to site leadership, flow teams, and process teams.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Bachelor’s degree in Engineering, Life Sciences, or a related field
Minimum of 3 years of experience in a regulated industry (pharma, biotech, or medical device)
Experience with complaint investigations and quality systems
Knowledge of regulatory requirements (cGMP, 21 CFR Part 820, ISO 13485)
Strong analytical, problem-solving, and organizational skills
Excellent written and verbal communication skills
Proficiency with Microsoft Office; experience with Veeva or other QMS systems preferred
Basic understanding of statistics and data analysis
Nice to Have Skills & Experience
Experience supporting device or combination product manufacturing/packaging
Familiarity with parenteral products and sterile operations
Experience with deviation investigations, CAPA processes, and trending analysis
Demonstrated ability to manage multiple investigations in a high-volume environment
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.