Spécialiste, Qualité client​/Specialist, Customer Quality

Customer Quality Specialist

Location: Montreal – Hybrid
Employment Type: Permanent, Full-time
Department: Quality Operations
Reports to: Quality Operations Manager
Some travel required

You will join a team working in a regulated environment where quality, customer experience and business objectives need to move forward hand in hand.

In this role, you will become a true go-to resource for customer complaint management
, while acting as a bridge between the Quality, Commercial/Sales, Customer Service, Supply Chain, Sourcing, Regulatory teams and suppliers
.

• Manage customer complaints from A to Z: gather information, coordinate investigations, ensure follow-ups and drive timely and compliant resolutions.
• Be the voice of the customer within internal teams and ensure clear communication with customers regarding issues, investigations and corrective actions.
• Collaborate with Commercial, Quality, Supply Chain, Regulatory teams and suppliers to develop solutions that meet customer needs and regulatory requirements.
• Analyze quality trends and contribute to the management of CAPAs, non-conformities and recurring issues.
• Participate in continuous improvement initiatives aimed at optimizing quality processes and operational efficiency.
• Make decisions independently
  , while knowing when to elevate high-risk or high-impact situations.

Above all, we are looking for someone who can combine quality expertise, customer focus and strong communication skills
.

• Bachelor’s degree in Engineering, Life Sciences, Quality/Regulatory Affairs or a related technical discipline
  ;
• Minimum of 4 years of relevant experience in quality, compliance, regulatory affairs, quality engineering, product lifecycle management or a related technical field;
• Ideally 5 to 8 years of experience in complaint management
  , or approximately 5 to 10 years of overall relevant experience;
• Hands‑on experience in complaint management and investigations
  ;
• Experience working in a regulated environment
  ;
• Excellent communication skills, particularly in English
  ;
• Strong customer focus and the ability to navigate challenging situations;
• Ability to manage multiple cases and investigations simultaneously;
• Experience collaborating with suppliers;
• Ability to influence various stakeholders and drive issues forward;
• Strong autonomy and the ability to make day‑to‑day decisions;
• Analytical mindset, sound judgment and a solution‑oriented approach;
• Good understanding of the business impact of quality issues
  ;
• Knowledge of regulations applicable to medical devices, including FDA Medical Device QSR, Canada CMDR and ISO 13485
  ;
• Experience managing or coordinating projects;
• Willingness to travel occasionally, approximately 15% of the time
  ;
• Experience in the medical device industry is preferred, but not mandatory
  .

• A strategic role at the heart of customer experience and quality.
• A collaborative environment where you will work closely with Quality, Commercial, Supply Chain, Regulatory teams and suppliers.
• Autonomy and influence to make decisions and move initiatives forward.
• A variety of responsibilities
  , including complaints, investigations, CAPAs, continuous improvement and quality projects.
• A great opportunity to grow your expertise in the medical device industry.
• A tangible impact on the customer experience by ensuring their voice is heard and contributing to sustainable solutions.

Are you a quality professional who enjoys solving problems, communicating with customers, coordinating investigations and turning challenges into solutions
?

Would you like to take on a role where your judgment, autonomy and relationship‑building skills can make a real impact?