Job Summary:
The Product Quality Analyst supports post-market quality operations by investigating customer complaints, analyzing product-related technical concerns, and coordinating effective resolution of field issues. This role works closely with healthcare professionals, internal quality teams, engineering, and cross-functional stakeholders to document findings, identify product trends, and support continuous product improvement initiatives. The position requires strong analytical ability, customer communication skills, and attention to regulatory-quality documentation.
Key Responsibilities:
- Investigate and document customer complaints, product concerns, and technical inquiries related to medical products and associated field performance issues.
- Communicate directly with healthcare professionals, clinical users, technicians, and purchasing personnel to gather detailed complaint information and provide follow-up responses.
- Analyze returned product information, field reports, and complaint data to determine trends, recurring issues, and potential product improvements.
- Prepare professional written correspondence summarizing complaint investigations, findings, and resolution outcomes for customers.
- Collaborate with engineering, research and development, technical support, and quality teams to escalate and resolve unusual product performance concerns.
- Participate in field failure analysis activities and cross-functional quality improvement initiatives focused on product reliability and compliance.
- Maintain accurate records of complaint investigations, technical assessments, and customer communications within internal quality systems.
- Support identification of regulatory-impacting issues and assist in communicating technical findings to relevant internal stakeholders.
- Serve as a liaison between customer-facing teams and internal business functions regarding technical quality concerns.
- Ensure all complaint handling activities are completed with strong accuracy, analytical reasoning, and timely resolution.
Required Qualifications:
- High School Diploma required
- Associate’s Degree or Bachelor’s Degree preferred
- Strong knowledge of medical terminology
- Experience in customer complaint handling, customer support, or technical service environments
- Strong data entry, documentation, and computer proficiency
- Excellent verbal and written communication skills
- Strong analytical thinking and problem-solving ability
- Ability to work effectively under pressure in a fast-paced office setting
- Strong interpersonal skills with the ability to interact professionally with external customers and internal teams
- Ability to manage detailed investigations with a high degree of accuracy
Preferred Qualifications:
- Five to seven years of customer support, complaint investigation, or quality support experience
- Experience within medical device, healthcare product, or regulated manufacturing environments
- Exposure to product complaint analysis, post-market surveillance, or field failure investigations
- Experience working with quality databases and trend reporting tools
Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.
Pay Range: $30/hr to $35/hr