Quality Supervisor Complaint Handling

Abbott Laboratories hiring for Quality Supervisor Complaint Handling jobs in Alameda, CA, US

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
 

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

·         Career development with an international company where you can grow the career you dream of.

·         Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

·         An excellent retirement savings plan with high employer contribution

·         Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

·         A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

·         A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Alameda, CA location in the Abbott Diabetes Care.  We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.

The Quality Supervisor Complaint Handling is responsible for providing the direct supervision of non-exempt employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers,as well as, providing quality oversight of third party service provider for complaint processing. Supervision includes the assigning and monitoring of weekly caseloads to Evaluations or Closure Specialists, coaching and counseling team members, and conducting formal and informal performance evaluations.The responsibilities include providing training guidance including training material to third party service provided, monitory daily and monthly performance KPIs and participating in monthly business reviews. Additionally schedule and lead monthly calibration meeting with global customer service locations. The incumbent is expected to understand all aspects of the complaint handling process, manage resources to meet division goals for complaint metrics, and identify opportunities for improvement and/or better efficiencies in our complaint handling processes.  Incumbent is also responsible for monitoring and communicating metrics regarding the quality of the complaint evaluation and investigation documentation performed by other groups such as Complaint Evaluations Group, DHR, Closure /Review and Complaint Investigations Group.

What You'll Work On

• Supervise complaint activities with regard to CGM and BGM products.

• Ensure that complaint evaluations and / or closures are performed and completed in a timely manner with the correct application of procedures, codes and documentation.

• Establish and maintain group and process KPIs and metrics.

• Monitor people and processes with an eye towards resolving issues and improving the efficiency of complaint evaluations and / or closures that are performed.

• In collaboration with Senior QA Manager provide oversight of key service provides, Customer Service and Complaint processing

• Key contact concerning Complaint Handling IT System performance and requirements gathering for future enhancements.

• Participate in process improvements efforts that deliver improved accuracy, compliance and productivity.

• Incumbent will also be responsible for identifying any trends and in product complaints that are found during complaint handling process, and alerting management in a timely manner.

• Participate in CAPA and act as SME for complaint handling process.

• Complaints handling is a primary focus of corporate and FDA audits, able to discuss the complaint process in inspections

• Complaints that are closed incorrectly or without proper documentation could lead to a negative regulatory audit observation for the Division.

Required Qualifications

• Bachelor’s Degree with minimum 4 years’ experience in a quality related field or an equivalent combination of education and work experience.

• Previous experience with complaint investigations and evaluations in a regulated environment required. 

• An understanding of the product use is helpful. 

• Must be able to effectively lead and manage a large staff of non-exempt employees including full-time and contract workers. 

• Excellent communication skills are required as there is frequent interaction with other functions in Division such as Customer Support, Medical Events Group, and Complaint Evaluations Group. 

• Must also be able to act autonomously, make decisions and give direction regarding the need to forward complaints for additional documentation, investigation and / or processing vs. processing complaint for closure.

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $95,500.00 – $190,900.00. In specific locations, the pay range may vary from the range posted.