Customer Quality Analyst – Product Complaints

About the role

The Customer Quality Analyst will manage product complaint processes for DePuy Synthes across LATAM, ensuring compliance with quality systems, regulations, and SOPs. The role supports the transition of Johnson & Johnson’s orthopedics business to a standalone entity.

Key responsibilities

• Handle product complaint intake, translate event descriptions, and ensure information is available to franchises.
• Send acknowledgment and closure letters to the sales force in the appropriate language.
• Support training activities for the sales force on complaint procedures.
• Prepare Quality Management System Review inputs related to complaint metrics.
• Assist internal and external audits concerning complaint information.
• Collaborate with Service Solutions, Medical Affairs, Brand Protection, and other stakeholders to manage complaints.
• Maintain Power BI dashboards and support continuous improvement initiatives.
• Investigate non‑conformances linked to the complaint process and aid Customer Service transactional activities.

Required profile

• Bachelor’s degree in Business Biosciences, Engineering, health‑related discipline or equivalent.
• Minimum 2 years of experience in Quality for medical devices, pharmaceuticals or consumer products.
• Knowledge of regulatory environments and quality standards.

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Experience with Power BI dashboard creation and maintenance.
• Analytical mindset and strong organizational abilities.