MQ (Medical Quality) Complaint Management Specialist

Accountabilities:: Serve as a subject matter resource for medical quality complaint processes, workflows, systems, documentation standards, and requirements. Review escalated complaint files for completeness, accuracy, and compliance with established procedures. Identify missing, incomplete, or unclear information and proactively contact complainants, complaint preparers, field personnel, and other stakeholders to obtain the required details. Accurately document collected information in applicable complaint-management systems while maintaining consistent and complete records. Independently pull and monitor MQ reports each morning and midday and track new and open complaint tickets to ensure they are reviewed, updated, and addressed promptly. Manage a high-volume workload while maintaining accurate documentation, meeting deadlines, and keeping workflows efficient and on schedule. Collect, organize, verify, and analyze MQ-related data and prepare reports, visualizations, and other requested analyses. Conduct special research, data-gathering, verification, and quality-related projects as assigned. Identify documentation gaps, process concerns, potential risks, or compliance issues and escalate them to the appropriate stakeholders. Support field personnel by helping ensure complaint documentation is accurate, timely, complete, and aligned with established requirements. Maintain confidentiality and follow applicable quality, regulatory, data-management, and documentation requirements. Lead MQ process training for new employees and provide team-wide training when procedures, systems, or requirements change. Maintain and update training materials, process guidance, reference documentation, and other resources. Perform ongoing checks and balances to verify adherence to established processes and provide coaching or clarification when documentation or workflow concerns are identified. Maintain comprehensive knowledge of MQ process updates, changes, and implementations while promoting consistency, accountability, knowledge sharing, and continuous improvement. Requirements: Experience reviewing detailed records, complaint files, quality documentation, case-management information, or similar documentation-intensive materials. Exceptional attention to detail and a strong commitment to complete, accurate, and consistent documentation. Demonstrated ability to independently manage a high-volume workload while meeting deadlines and maintaining quality standards. Strong written and verbal communication skills, with the ability to professionally obtain information and clarification from a variety of stakeholders. Ability to quickly learn and effectively navigate multiple software applications, systems, workflows, and business processes. Intermediate proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook. Experience collecting, organizing, verifying, and analyzing data. Demonstrated ability to work effectively within diverse, cross-functional teams. Required experience with SAP. Experience with MQ, P58, complaint handling, quality management, medical devices, healthcare, or another regulated environment is preferred. Experience training employees or supporting system and process implementations is an advantage. Highly structured and independent working style, with strong accountability, reliability, and personal responsibility. Strong organizational and time-management skills, with the ability to prioritize competing responsibilities and follow through on open items. Comfortable proactively contacting stakeholders to obtain missing information and resolve documentation concerns. Strong analytical and problem-solving skills, with the ability to identify process gaps, evaluate information, and determine appropriate next steps. Positive, collaborative, and adaptable approach, with the ability to respond effectively to changing processes, requirements, and technology. Genuine interest in healthcare and quality-focused processes. Benefits: Full-time remote position in the United States. Base pay range of $65,220–$89,683 per year, with starting compensation determined by factors such as geography, skills, education, experience, and other qualifications. Medical insurance. Dental insurance. Vision insurance. 401(k) retirement plan. Life insurance. Short-term disability insurance. Long-term disability insurance. Paid parking or public transportation benefits, where applicable. Paid time off. Paid sick and safe time. Opportunity to work in a regulated healthcare and medical technology environment. Opportunity to contribute to complaint management, quality processes, data analysis, training, and continuous improvement. Collaboration with cross-functional teams including Field Service, Technical Support, Quality, and other operational stakeholders. Reasonable accommodations are available as part of the employer’s commitment to an inclusive and accessible workplace. Successful candidates must be able to work with controlled technology in accordance with applicable U.S. export control laws and regulations.