Complaint Evaluation Officer Job Description Sample
Senior Complaint Resolution Officer (6061U) #26112
The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptance—academic and artistic, political and cultural—make it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
UC Berkeley is committed to creating and maintaining a community dedicated to the advancement, application and transmission of knowledge and creative endeavors through academic excellence, where all individuals who participate in University programs and activities can work and learn together in an atmosphere free of discrimination, harassment, exploitation, or intimidation.
The Office for the Prevention of Harassment and Discrimination (OPHD) is responsible for ensuring the University provides an environment for faculty, staff, and students that is free from discrimination, harassment, and sexual violence. OPHD takes reports alleging discrimination and harassment on the basis of categories including race, color, national origin, gender, age, sexual orientation/identity, including allegations of sexual harassment and sexual violence.
The Complaint Resolution Officer, Office for the Prevention of Harassment and Discrimination (OPHD) is responsible for ensuring the University provides an environment for students, faculty and staff that is free from discrimination, harassment and hostile environments based protected categories outlined in state, federal and university nondiscrimination statutes and policies, including sex, gender, sexual orientation/identity, race, color, national origin, religion, age etc. The Complaint Resolution Officer is responsible for implementing the UC Policy on Sexual Violence and Sexual Harassment and Complaint Resolution Procedures for faculty, staff and students, the UC Nondiscrimination Policies applicable for faculty, staff and students, the campus and the Berkeley campus Policy on Conflicts of Interest Arising Out of Consensual Relationships.
Conduct highly confidential investigation involving UCB faculty, staff,, students, other community members and applicants; produce summary of findings reports of complaints brought forward by the above-mentioned populations under the UC Sexual Violence and Sexual Harassment Policy and other applicable nondiscrimination policies. Make findings and recommendations for appropriate discipline, sanctions and programmatic responses from department administration, according to established policies and procedures. Consult with adjudication review bodies, Chancellor's designate reviewers, and participate in disciplinary hearing processes as appropriate. Act as a liaison in joint investigations with other location resources. Participate in litigation processes as appropriate, e.g., consultations with litigation defense teams and deposition or court testimony.
Make high-level contacts of a sensitive nature, internally and externally requiring discretion and diplomacy. This position's caseload focuses on the most technically and complex and politically sensitive matters, such as those involving one or a number of the following factors: respondents who are ladder rank faculty, senior level administrators, or athletic coaches; egregious, potentially criminal conduct; concurrent law enforcement investigation; and concurrent or likely litigation.
In addition to conducting and providing guidance on investigations, determine the need or opportunity for alternative resolution strategies to resolve complaints of discrimination and harassment. These cases involve the same experience and judgment with regard to risk management, expert knowledge of applicable policies and laws, attention to detailed communication and documentation, and expert communication skills as that required for formal investigations with policy findings. Alternative resolutions are often delicate and complex processes requiring careful planning and monitoring. Implements courses of action according to established policies and procedures.
Supporting the Deputy Title IX Officer,, provide ad hoc guidance to OPHD complaint resolution officers on complex, challenging issues that arise during their case resolutions.
Assist the OPHD Title IX Officer and Deputy Title IX Officer in the response to external reviews and audits from external civil rights agencies, e.g., the Dept. of Education's Office for Civil Rights and the Office of Federal Contract Compliance Programs, EEOC and California's DFEH, as well as other federal and state agencies, e.g., NASA, DOE, NSF, etc.
Assist Title IX Officer and Deputy Title IX Officer in Title IX-related consultation and monitory of Title IX and NCAA gender equity compliance programs, as well as training and briefing for Intercollegiate Athletics and Recreational Sports management.
Research best practices in one or more nondiscrimination areas, develop in-service education.
Collaborate with campus partners in campus education programs focusing on SVSH response and prevention.
Develop subject matter content for website and other OPHD communications.
Make recommendations to the Title IX Officer and Deputy Title IX Officer regarding the development and implementation of critical coordinated response systems.
Lead or participate in campus committees and workgroups as needed to address policy issues, complaint response systems, and educational programs.
Keep abreast of best practices in advanced investigation techniques. Participate in professional development to maintain and enhance technical and subject matter expertise.
Minimum 5 of years' experience in conducting complex workplace and/or student investigations. Experience conducting sensitive interviews with complainants, respondents and witnesses in cases with emotionally charged fact patterns.
Thorough knowledge of higher education processes, protocols and procedures or experience with a similarly complex organization.
Intermediate to advanced knowledge of common campus-specific computer applications.
Advanced analytical/problem-solving skills.
Advanced communication and interpersonal skills to communicate effectively with all levels of staff and influence, both verbally and in writing.
Demonstrated ability to present investigation findings and make recommendations in a clear, concise manner both in writing and verbally, to peers, unit supervisors and campus leaders.
Ability to apply appropriate policies and practices in the completion of ethics and compliance assignments. Skills in critical decision making.
Ability to multi-task with demanding timeframes.
Proven ability to use discretion and maintain confidentiality.
Broad and advanced knowledge in the following areas: campus or organizational Title IX policies and procedures; nondiscrimination policies; relevant employment policies and disciplinary procedures for staff or academic employees, and/or students; applicable federal and state regulations and guidance in a large higher education environment or comparable-sized organization.
In-depth abilities in collaboration, facilitation, and strategic and creative thinking.
Thorough understanding of the interrelationship of procedures and desired results.
Excellent interpersonal and problem-solving skills to work independently with all levels of University personnel, including management and faculty, and to facilitate agreement on issues and corrective actions.
Bachelor's degree in related area and/or equivalent experience/training.
Title IX compliance certification.
Training in trauma-focused approaches to investigation.
Salary & Benefits
For information on the comprehensive benefits package offered by the University visit:
How to Apply
Please submit your cover letter and resume as a single attachment when applying.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.
Equal Employment Opportunity
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
Customer Advocacy And Complaint Specialist
Role: Customer Advocacy and Complaint Management Specialist
Location: Wyomissing PA
Manager: Customer Advocacy and Complaint Management Officer
The primary role of the Customer Advocacy and Complaint Management Specialist is to conduct and assist in the investigation, root cause identification, customer impact analysis and the formulation of responses to complaints received from the Bank's regulators, Executive customer complaints, and other escalated level complaints as identified. The role includes implementation of processes to analyze data in context, identification of potential solutions to identified root cause issues, report creation for presentment to upper management and other duties as assigned.
Actions to Be Successful in This Role:
§ Conduct and provide support for all aspects of evaluation of customer complaints for Customers Bank and BankMobile
§ Craft and provide support in crafting of summary and response memos to Management, the Bank's regulator and/or responses to any escalated complaints received from different sources
§ Identify root cause issues, devise resolutions to individual customer issues (as needed), and rapidly troubleshoot and propose solutions to root cause issues
§ Work with other business units to address root cause issues and assist in fostering understanding of concerns
§ Perform all duties in a context of the prevention and detection of regulatory non-compliance and/or consumer harm including acting as an advocate for customer interests in those pursuits
§ Assist with the creation of monthly reporting and summation of customer complaints
§ Assist with any audit requests and responses
§ Help maintain departmental procedures
§ Provide exceptional customer service to internal and external customers
§ Perform projects and other duties as assigned
§ Excellent customer service skills
§ Outstanding oral and written communication skills
§ Positive attitude and Team player
§ Flexibility and the ability to adapt quickly to the changing needs of Compliance, Customers Bank and BankMobile
§ Ability to work independently and to multi-task
§ Excellent time management skills
§ Strong analytical and problem-solving skills
§ Knowledge of federal and local banking regulations
§ Detail oriented
§ Proficiency in Microsoft Office – Word, Excel, Outlook
Customers Bank Culture:
At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our Vision, Mission, and Values guide us along our path to achieve excellence.
Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our Team Members are on their way to achieve their highest potential and be successful in their personal and professional lives.
Customers Bank will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex/ gender, protected veteran status or disability.
Research & Evaluation Officer
The Johns Hopkins Bloomberg School of Public Health Center for Communication Programs (CCP) uses social and behavior change communication, knowledge management, research and evaluation, and capacity building, to inspire healthy behaviors worldwide.
The Research & Evaluation Officer II independently designs research and evaluation activities for socio-behavioral change and health communication programs. S/He works collaboratively with interdisciplinary teams in Baltimore and staff in CCP field offices to adapt and apply theories of communication and behavior change to program strategies, to promote normative change and achieve desired behavioral and public health goals. The Research & Evaluation Officer II independently develops innovative research approaches and conducts qualitative and quantitative research and advanced statistical analysis, to meet the needs of donor-funded projects. S/He also independently supervises the work and builds the capacity of staff and in-country partners in effective research, evaluation and learning approaches for SBCC programs. The Research & Evaluation Officer II represents CCP at national and international forums. S/He develops and participates in data use and results sharing activities and contributes to the development of health communication science through publications, professional meetings and technical reports, independently. S/He also independently contributes to the preparation of grant proposals.
Performance is measured by five criteria (Quantity of Work; Quality of Work; Initiative, Problem Solving & Innovation; Interaction with Others; Communication) for each of the seven competency areas below.
Specific duties & responsibilities:
The Research and Evaluation Officer II is expected to perform the following activities competently:
I. Theory, Frameworks & Models
Demonstrates solid knowledge of public health, communication, sociological, anthropological and/or social psychological theories.
Adapts new theoretical approaches and models w/Support.
II. Research & Evaluation
Conceptualizes R&E study designs and IRB protocols, independently
Leads the implementation of R&E studies and IRB protocols, independently
Conceptualizes and develops RMEL quantitative and qualitative data collection tools, independently
Advises on the development of mobile and electronic data collection tools
Develops Requests for Proposals for R&E studies, including data collection, and reviews competitive proposals, independently
Develops and implements field training independently
Manages and supervises the implementation of R&E studies and data quality assurance, independently
Contributes and/or leads the development of R&E reports and manuscripts (includes scientific writing) presentations, posters, blogs and other products, using writing that is accurate, clear with logical flow, and appropriate for different audiences, independently
Develops data visualization resources for reports and other products, independently
Presents research findings at external and internal meetings and conferences, independently
III. Monitoring, Evaluation and Learning (MEL)
- Identify needs for MEL activities that fit the larger R&E program agenda, independently
MEL Data Analysis
- Oversees final MEL plans and data analysis and interpretation, independently
IV. Statistics and Analysis
Develops R&E analysis plans per research goals, independently
Conduct and/or coordinates R&E data cleaning and data preparation for analysis, independently
Conducts quantitative analysis using advanced statistical methods (PSCORE, Path, Multilevel, MCA, Multidimensional, Latent variable, Fixed/Random, DiD) w/Support
Develops integrated and triangulated R&E analysis plans per research goals w/Support
Conduct and/or supervise R&E data preparation and codebook development for analysis, independently
Conducts and/or supervises qualitative analysis using sophisticated methods (semantic, axial coding, conceptual mapping, others) w/Support
V. Business Development
- Leads respective sections of proposal development (include suggesting original ideas for theory, MEL, program models, research and PMP) w/Support
VI. Leadership and Professional Development
Participates in and/or leads internal CCP, R&E and MEL technical groups.
Contributes communication and SBC ideas and participates in CCP's stakeholders and partners' meetings, independently
Mentors and supervises staff w/Support
VII. Collaboration and Communication
Seeks input from team members (in country, HQ) to develop comprehensive R&E plans and documents, independently
Contributes to open dialogue and candid discussions that motivates and fosters the growth of the team.
Special knowledge, skills, and abilities:
Knowledge of and application of communication and/or behavior change theory; quantitative, qualitative and mixed methods approaches and design of protocols; program monitoring skills, advanced statistical methods; qualitative and quantitative analysis and use of software; mHealth and data visualization, languages (working knowledge of French, Portuguese, and/or Spanish).
Masters Degree (MPH, MSPH, MS) in communication, public health, or related behavioral science with at least 6 years of relevant experience. At least 2-3 years are relevant international-experience, or Doctoral Degree (PhD, DrPH, ScD) in communication, public health, or related behavioral science with at least 3 years of relevant experience. At least 2 years are relevant international-experience.
Classified Title: Research & Evaluation Officer
Salary: Commensurate with Experience
Department: Center for Communication Programs
Work Schedule/Hours: Monday-Friday/8:30p-5p/37.5 hours
Location: 111 Market Place, Candler Suite 310
Personnel Area: School of Public Health
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.
EEO is the Law
Important legal information
JH at 111 Market Place
Job TitleComplaint Investigator
In this role, you have the opportunity to
Evaluate, investigate, and resolve complaints while also analyzing complaint data and gathering additional information as needed. You will manage the complaint investigation process end-to-end. You will work with other teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment.
You are responsible for
Evaluate, investigate, track and complete complaints through effective and established complaint handling process.
Ensure accurate documentation of evaluation and investigation results with the assigned complaint records.
Collaborate with Engineering, Customer Support, Field personnel, Market Service Order reviewers and other appropriate groups for adequate initial evaluation of complaints.
Participate and collaborate objectively with productive conclusions in the Complaint Handling Unit meetings.
Coordinate with the reportable complaint investigators in providing any missing information for root cause activities.
Collaborate with Adverse Event Coordinators for reportable complaints as well as Product Safety Committees for Correction and Removal process.
Assist in trending of complaints and collaborate with the appropriate groups to ensure that the data gets pushed to the appropriate departments for actions.
Support reviews and audits assigned.
Identify and drive process related improvements related to compliance and efficiency gains
Work with the Post Market Surveillance Manager for any other projects assigned.
You are a part of
The Emergency Care and Resuscitation Solutions (ECR) Post Market Surveillance Team is headquartered out of Andover, MA. We welcome you to join Philips as a Complaints Specialist supporting ECR. The Quality and Regulatory team enables meaningful innovation for our customers by partnering with and guiding the business to achieve world-class quality and regulatory compliance in a rapidly changing environment, while creating a great workplace for our people to realize their career aspirations.
To succeed in this role, you should have the following skills and experience
3+ years of experience in a medically regulated and technical environment.
BS in engineering discipline or equivalent education, experience, training.
Demonstrated strong results orientation.
Proficiency using statistical tools, office tools, and various other computer software applications.
Must be able to work under pressure to meet regulatory reporting time frames and company requirements.
Strong sense of responsibility and self-motivation with demonstrated ability to function independently and in a group environment.
Requires the proven ability to consistently meet and/or exceed goals. Must be capable of making commitments, setting priorities, and delivering results on time.
Able to exercise sound judgment within Philips using standard operating procedures and policies to determine appropriate action to achieve objectives.
In return, we offer you
A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
Why should you join Philips?
Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
If you forgot your password, you can click the Forgot Password button on the Sign In screen to reset it. In case of technical difficulties, please send an email to firstname.lastname@example.org.
(Note: To ensure fairness and legal compliance in our recruitment processes, only technical issues will be monitored through the above inbox. Please do not submit resumes or applications to this email, as they will not be reviewed. Only applications received through the online application process will be considered.)
Quality Complaint Specialist III
The Quality Complaint Specialist III is primarily responsible for the input, maintenance and facilitation of the product quality complaint handling process that pertains to products manufactured by or for Amneal Pharmaceuticals. The Quality Complaint Specialist III is responsible for direct interaction with the call center, ensures complaint information is complete and accurate, an investigation is performed and closure is within required timelines for products manufactured for or by Amneal Pharmaceuticals. The Complaint Specialist III generates metric reports as needed.The Specialist monitors timeliness of completion for the investigation and may perform follow-up to facilitate completion. The Specialist III works independently or within a group and also performs his/her actions in a timely manner with regard to complaint processing activities.
Independently interacts with Call Center and Initiates Product Quality Complaint processing for internal and/or external manufactured products.
Direct interface between Call Center and Quality Complaint Hub to coordinate/perform follow ups, obtain additional information or clarification of information with complainant etc.
Partners with Amneal Sites and EMG to ensure timely completion of investigations and compliant closure. Enters or oversees entry of information into Complaint Management System and ensures completeness of information.
Supports the categorization of complaints and advises department manager of complaints meeting specified criteria that may warrant a Field Alert. Works with Supervisor to define complaint category and assists with processing escalation notifications.
Generates metrics and writes trend analysis reports as defined and as needed.
Assists department manager by drafting escalation notifications.
Partners with all Site Complaint Investigation Managers to ensure timely completion of investigations and complaint closures.
Works with Drug Safety to obtain complaint sample information and performs any follow-up as needed to obtain sample, if available.
Tracks new product launches, site transfers and product acquisitions and works with IT for the entry of product information into the Electronic Management System to ensure readiness.
Performs other functions as required or assigned.
Complies with all company policies and standards.
- A Bachelors Degree (BA/BS) Preferably in science related field.
Experience handling or processing of quality complaints.
Comprehensive knowledge of FDA cGMPs (21 CFR Parts 210 & 211), EU and ICH requirements. Knowledge of Part 820 a plus.
Experience in either a customer service environment or with communicating with external parties.
- Knowledge and experience with Microsoft applications, database/spreadsheet creation, maintenance and use.
- Experience in data analysis, metric generation, trend identification and reporting.
- Strong verbal communication skills and comfortable working in a cross functional environment.
- Experience with working with FDA Quality Systems.
- Experience working with a document management systems such as (QUMAS, Trackwise, Caliber etc.) is a plus.
Complaint & Appeal Anly
This position includes receiving incoming calls from members who desire to file a complaint, grievance, or appeal with the Grievance, Appeals, and Member Grievance department. This position includes speaking with members who may be distressed or in crisis while capturing their complaint and documenting it accurately.
Position requires taking incoming calls from members desiring to file a complaint with the Grievance, Appeals, and Member Grievance departments.
Position requires handling callers who are distressed or in crisis, and working with the member to resolve issues when appropriate.
Position requires strong writing skills with the ability to capture information from the caller accurately.
75% of time receiving incoming calls from members; calls could be regarding acute care or behavioral health.
25% documenting the call accurately, composing and sending emails and letters.
- 1-2 years behavioral health experience. Medicare and Medicaid experience preferred. Customer service (phones) a plus.
- The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
LICENSES AND CERTIFICATIONS
Mental Health/ is desired
Customer Service/ is desired
Managed Care/ is desired
Medical/ is desired
Customer Service/Call center monitoring & analysis
Inbound calls - call center location/
- Clinical / Medical/Direct patient care (hospital, private practice)/
- Aetna Applications///
- Desktop Tools///
ADDITIONAL JOB INFORMATION
Rewarding position within a department of bright individuals who work cohesively.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Quality Complaint Specialist II
The Quality Complaint Specialist II is primarily responsible for the input, maintenance and facilitation of the product quality complaint handling processthat pertains to products manufactured by or for Amneal Pharmaceuticals. The Quality Complaint Specialist II is responsible interaction with the call center, ensures complaint information is complete and accurate, an investigation is performed and closure is within required timelines for products manufactured by or for Amneal Pharmaceuticals. The Complaint Specialist II generates metric reports as needed.The Specialist monitors timelines of completion for the investigation and may perform follow -up to facilitate completion. The Complaint Specialist II works independently or within a group and also performs his /her actions in a timely manner with regard to complaint processing activities.
Enters information into the Complaint Management System and initiates Product Quality Complaint Investigation processing for internal and /or external manufactured products.
Performs follow-ups with complainant respective to; additional information, return sample scheduling, lot number clarification etc. to ensure completeness of complaint data.
Partners with Amneal Sites and EMG to ensure timely completion of investigations and complaint closures through reminder notifications and direct follow-up.
Supports the categorization of complaints and advises department manager of complaints meeting specified criteria that may warrant a Field Alert.
Supports metric generation and trend analysis reporting by compiling complaint information across sites.
Supports department manager with processing escalation notifications.
Tracks new product launches, site transfers and product acquisitions and works with IT for the entry of product information into the Electronic Management System to ensure readiness.
Interfaces with Site Complaint Investigations Managers to ensure timely completion of investigations and complaint closures.
Performs follow up as needed to obtain complaint samples.
Performs other functions as required or assigned.
Complies with all company policies and standards.
- A Bachelors Degree (BA/BS) Preferably in a science related field.
Experience handling or processing Quality Complaints.
Comprehensive knowledge of FDA cGMPs (21 CFR 210 &211), EU and ICH requirements. Knowledge of Part 820 a plus.
Experience in either a customer service environment or with communicating with external parties.
- Knowledge and experience with Microsoft Applications, database/spreadsheet creation, maintenance and use.
- Experience with data gathering for use with trend analysis reporting or metric generation. Report generation is a plus.
- Experience working with FDA Quality Systems.
- Strong verbal and written communications skills, and comfortable working in a cross functional environment.
- Experience with working with a document management system such as (QUMAS, Trackwise, Caliber etc.) is a plus.
Regulatory Compliance Specialist – Complaint Handling
This Regulatory Compliant Specialist will be focused on complaint handling. This includes taking in complaints from ViewRay teammates, distributors and customers. This individual will input complaints into a database system, lead investigations, update files, communicate with customers and be expected to close complaints in a timely manner. In addition, continuous improvement of our existing processes using world-class benchmarks and networking with regulators and industry colleagues will be expected. This role requires a detail-oriented and focused individual to ensure records are accurate and timely.
This position will report to the Manager of Regulatory Affairs.
Oversees WW complaint handling activities for ViewRay including investigation
Works closely with engineering
Owns documentation of complaints and investigations
Provides customer response explaining findings when requested
Closes complaint files in an expeditious manner
Files Medical Device Reports (Form 3500a) with FDA or similar reports to Competent Authorities through Authorized Rep as appropriate
Provides trend charts and Management Review inputs on a periodic basis of reported symptoms as well as root causes
Identifies opportunities to improve complaint handling process along with other quality system processes and procedures as necessary
May manage complaint analysts as necessary to support complaint activities
Supports implementation of electronic complaint handling system
Additional miscellaneous support activities as defined by supervisor
AA or AS in biomedical, electrical/electronic, mechanical, or pure science discipline
5+ years of successful experience in a complaint handling or quality assurance
Knowledge and experience with FDA Quality System regulations
Experience in NRC regulated environment and knowledge of ISO and CE Mark requirements very preferable
Previous experience using SalesForce, QI Macros, and other quality and reliability software as appropriate
Creative, flexible, and collaborative in approach to technical problem solving
Ability to communicate effectively, both orally and in writing, at a variety of technical levels
Ability to work effectively as part of the diverse team including physicists, scientists, and engineers in a fast-paced environment and with multiple projects
Please provide the name of any ViewRay employee referral for this position when you submit your cover letter & resume
ViewRay provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Associate-Qa Complaint Investigation
The Consumer Product Quality Assurance (QA) Associate Complaint Assessor (hereafter referred to as QA Associate) is responsible for evaluating product complaint record information to determine the: validity of the complaint; complaint level; complaint category(ies); investigation site and; where appropriate, complaint conclusions. In this role you will be responsible for performing batch number and/or sample retrieval activities per applicable local procedures. You will determine any follow up information required collaborators that may assist with the assessment of the complaint record.
Do you have proven collaboration, teamwork and communication skills? Are you able to communicate effectively with patients, health care providers, and patient caretakers? If you have strong curiosity skills with the ability to question, identify issues and work toward a resolution this role may be right for you.
You will have the opportunity to learn, apply and train on skills necessary to resolve product complaints. Minimum time in this position is three years.
Assess product complaint information, designate an appropriate complaint level, and assign suitable complaint and/or analysis category(ies).
Resolve needed additional investigation and forward product complaint records and/or complaint sample to the proper manufacturing or packaging quality unit for further investigation, as required.
Where additional information may aid in resolving root cause of the product complaint, obtain supplementary information from the reporter and/or related parties.
Assess the need for the product complaint return and perform complaint product retrieval actions per local procedures.
Respond to the customer with educational information, as applicable, during customer follow up (e.g., request for batch number and/or complaint product).
Apply cGMP principles in all phases of the product complaint assessment (e.g., data documentation).
Build and maintain working relationships with The Lilly Answers Center and other affiliates associated with the Americas Regional Center, as well as manufacturing and packaging sites, global patient safety, and other regional complaint centers.
Serve as a subject matter expert (SME) for applicable CPQA-ARC procedures and work instructions.
Participate in departmental process improvement activities.
Conduct training and peer monitoring, as applicable
Maintain appropriate training qualification to perform assessment activities
The position does not require shift work or frequent traveling. The QA Associate will work in an office environment. Responsibility for after-hours and year-end holiday coverage may be required.
Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
A Bachelor's degree in health science related field (e.g., pharmacy, nursing) or
Bachelor's degree in science related field plus three or more years of product complaint experience.
Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position
Auditor 4 – Real Estate Program, Audit Unit Supervisor/Investigations & Complaint Intake
Skilled Auditor? Experienced Leader? Ready for a new challenge?
The Department of Licensing has an opportunity for you to manage our Real Estate Audit Team, supervising staff and overseeing all projects to ensure the safekeeping of public funds held in trust in accordance with state law and department policy by providing the enforcement and compliance functions. This statewide audit team engages licensees in the field to ensure compliance with statute/rule through education and regulation to enhance and promote public safety and consumer protection.
We are looking for a skilled auditor/investigator and experienced leader who enjoys supervising, training, and evaluating operating practices, maintaining quality control, overseeing fieldwork performing audits/investigations, communicating findings, and making recommendations to staff and management. Our ideal candidate is ready to supervise a team and is equipped to lead, train, mentor, and develop others. They have superior research, analysis, and report writing skills. And they are astute at identifying, evaluating, and resolving customer concerns, and have strong communication skills with experience using plain-talk principles to explain complex laws, rules, and policies to diverse audiences in a regulatory environment.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
What our Real Estate Audit Supervisor does:
Reporting to the Investigator Manager within the Real Estate Investigation unit in the Business Profession Division (BPD), this position will:
Direct and delegate BPD Auditors in teams or as individual assignments, conducting complex audits and investigations dealing with fraud, theft and conversion of trust funds, and unlicensed practice for the Real Estate licensees, Bail Bonds, Sellers of Travel, Camping Resorts, Auctioneers, Collection Agencies and Cosmetology when audit support is requested and using the guidelines of an established profession.
Supervise, manage and lead a team of Auditors with initial authority for approval/disapproval of audit and investigation reports submitted by the audit team.
Assist staff with technical requirements during the course of their audits/investigations from inception to closure and/or hearing testimony.
Responsible for workload prioritizing and assigning auditors to assist with investigations in order to maximize unit performance in production timelines and audit quality.
Establish priorities, monitor workflow, modify work processes to maximize efficiency, schedule work shifts, time and attendance, approve leave, work schedules, available and responsive to staff and management, ensure adequate staffing levels, manage and ensure accountability and training are a part of the overall supervision provided to the audit unit by the Audit Supervisor.
Perform all functions for the team: making hiring recommendations, teaching, training, monitoring and coaching, evaluating performance, and delegating to and supporting a staff full range of audit skills and experience necessary to fully plan and conduct multi-facet complex financial audits and investigations.
Assist in developing audit unit policies, procedures, and best practices and implementing unit, division, and agency policies.
Develop, implement, conduct and evaluate training opportunities for auditors to assist the team in achieving the highest professional standards.
Provide assistance to management staff, assistant attorney general staff in preparing cases for administrative hearings.
Establish criteria for case referrals, criminal and administrative by identifying proper agency for referral. Evaluate case files on an as needed basis for referral. Coordinate and assist in auditors in facilitating case referral.
Remain knowledgeable and current regarding the content, interpretation and application of applicable statutes and federal statutes and directive. Keep abreast of evolving policies, guidelines, civil court decisions and legal interpretations related to government policies.
Maintain liaison with regulatory officials in other jurisdictions and enforcement agencies, private businesses, professional associations and industry trade associations.
Interact with internal and external groups and organizations, including customers, stakeholders, licensees, consumers, assistant attorney general, law enforcement, and management throughout division and agency.
Applicants who possess the following qualifications may be referred to the hiring manager:
Five years of experience supervising, coaching, and leading groups.
Five years of experience interpreting and applying Washington State Statutes, Rules, or Federal Regulations.
Five years of experience in gathering, preserving, and presenting financial audit findings in a complete comprehensive report to allow program, division, or department management to proceed with appropriate adjudication.
Five years of experience using sound human resource principles to effect timely resolve concerns, issues, or problems within a work unit.
Applicants who also possess the following may receive additional consideration by the hiring manager:
One (1) year of working experience in the following areas:
Knowledgeable of the statutes, rules, practices and principles of Real Estate Brokers, Managing Brokers, and Firms.
Effectively organizing multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on time.
Proven management experience over financial audit caseloads, and managing staff.
Knowledge and understanding of the practices, principles, and standards of care for real estate firms, managing brokers, and requirements for effective consumer trust account compliance.
Willing and able to be self-sufficient and work independently.
Bachelor's degree involving major study in business, accounting, or closely aligned field or completed education requirements and been licensed as a real estate broker or managing broker.
Ability to work a flexible schedule and adjust daily work hours as needed.
Ability to work beyond 40 hours as required, including some evening and weekend work.
Ability to travel statewide and locally including overnight travel using a state or personal vehicle.
Work in an office setting and outdoors.
Why work at DOL?
We impact more citizens directly than any other state agency and have a strong mission, vision, values, goals and agency culture. We are focused on our commitment to great service, advancing public safety and consumer protection through licensing, regulation and education and collecting revenue that supports our state's transportation system. We are a diverse organization that values integrity, inclusion, respect, results and service excellence. And we have a positive agency culture where employees are engaged, empowered, and appreciated. Find out what our own employees have to say about DOL's Culture and Diversity!
We also value wellness and promote a family-friendly culture where a healthy work life balance is supported. And, in addition to our State's excellent benefits package, we offer an outstanding tuition assistance program! Come enjoy life in Olympia, Washington! Olympia was named one of 2018's Top 100 Best Places To Live by Livability.com. Learn more about life in the capital city!
This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE). For membership questions, contact the local Union Representative.
How to Apply
To be considered for this position, the following steps are required:
Select the large Apply button at the top of this job announcement. If you haven't already done so, you will need to create an applicant profile.
Ensure the work history section of your applicant profile is current and thorough, clearly stating any and all qualifications you possess related to this specific position, as well as your current salary information.
Upload and attach your cover letter specific to this position and your current resume. Your materials must also include three professional references with name, title, and current contact information. References may be listed in your applicant profile, included on your resume, or uploaded as a separate attachment. Additional references are accepted.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
If you have any questions or need assistance completing the application process, contact the recruiter listed below prior to when this job posting closes AND before you submit your application.
Veteran's Preference Notice
To take advantage of veteran's preference, please do the following:
Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to HRRecruit@dol.wa.gov
Use a subject line of "VET for BPD AUD 4 –Real Estate 19-024"
Include your name as it appears on your application in careers.wa.gov
The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to six months.
The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
For inquiries about this position, please contact at 360.902.4061 or email HRRecruit@dol.wa.gov. Please use a subject line that includes "BPD AUD 4 19-024 Real Estate"
Making better hires starts with building better job descriptions
- Browse 100s of templates across 40+ industries
- Customize your template with your company info & job requirements
- Post it to 20+ job boards in seconds – for FREE!