Quality Specialist


Call Center and Customer Service

Advert ID



San Antonio

Job Type




Salary Range

Based on Experience

No. of Openings


Branch Information

San Antonio, TX - Downtown - (USA) 6243 IH 10 West Suite 110 TX San Antonio , TX 78201

Branch Phone Number


Job Description

Under the direction of the Complaints Management and Customer Quality Relations Manager the Quality System Specialist II, will manage activities and procedures associated with complaints concerning BD products. The Quality System Specialist II associate will also report on a dotted line to the US COM Team Lead. This position will be responsible for processing of direct consumer diabetes product complaints including but not limited to customer communication (e.g. Email's, phone calls), maintenance of complaint files and responses to customers. This position will create final letters and or review for accuracy to ensure that all customers' requirements have been met. This position will also be responsible for escalation of quality issues, in order to get resolution and or Business responses for the customer

*Manage the process of the complaint handling system including, receipt of complaints from all sources and all in process steps including data entry.

*Routing the complaint to appropriate location for further evaluation.

*Entering of the complaint into the complaint handling system

*Checking for complaint accuracy and content, correct information to process the complaint

*Provide training to personnel involved in overall complaint process as directed by management.

*Participates in all training classes including but not limited to, product training, regulatory training, compliance training and any testing involved.

*Maintains annually competencies through training and documentation of training.

*Contact the customer or vendor for further information or follow up.

*Acknowledgement to the customer of receipt and status of the complaint if needed.

*Sample routing when applicable, to the investigation site

*Interact with Health Care Workers, consumers, public and other professionals regarding their Quality concerns.

*Maintain customer relations via multiple means, written, verbal, phone call's… etc.

*Contact customers as needed to provide updates to outstanding quality issues.

*Review of complaint prior to closure for accuracy and appropriateness of the letter content as well as follow up acknowledgement notice, if required.

*Triage customer escalations and escalate to the Business units for response and resolution as needed

Participate in mentoring and training activities.


BA or BS degree preferred and/or combination of education and relative experience in lieu of a degree

Minimum 1+ years of experience with Medical terminology, Nursing, Clinical or laboratory knowledge and familiarity with BD products

Minimum 2+ years of experience in the complaint handling, medical device industry, customer relations, complaint trending, FDA/ISO regulations.