PCI is looking to improve its long-term quality customer management and maintain GMP compliance and system improvement by managing its ADD Complaints and Investigations team.
Requirements
- College-Level Mathematical Skills
- Intermediate Computer Skills: Ability to perform more complex computer tasks and have knowledge of various computer programs.
- Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.
- High Standard of Report Writing
- Statistical knowledge and applied experience.
Responsibilities
- Accountable for overall management, reviewing, planning, and administering of resource allocation and workload planning for the ADD Complaints and Investigations team staff reporting directly.
- Responsible for direct supervision and personnel development, including training and mentoring of direct reports.
- Oversee Complaint and Investigation Quality Metrics.
- Guide on performing complaint investigations and deviations, and ensure on-time completion of investigation reports in accordance with Customer requirements.
- Review, respond to, and resolve all inquiries, requests, and issues associated with consumer complaints.
- Primary reviewer and approver of complaint responses and investigations.
- Upkeep of Excel safe ADD complaint and investigation trending spreadsheets, and assistance with validation of Excel safe worksheets when needed.
Other
- Bachelor's Degree in a related field and/or 5-10 years related experience and/or training.
- Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
- Ability to set and achieve challenging goals.
- Ability to exhibit sound and accurate judgment.
- Ability to display excellent time management skills.
