Consumer Resolution Specialist; Hybrid

Consumer Resolution Specialist

We are seeking a Consumer Resolution Specialist to join our team!

The Consumer Resolution Specialist investigates and resolves consumer grievances, ensuring timely and effective communication with customers and partners. This role conducts root cause analysis, supports audits and compliance, drives process and quality improvements, and collaborates across departments to strengthen customer satisfaction and regulatory adherence.

• Document, investigate, and resolve consumer grievances regarding product or service issues.
• Communicate directly with customers to troubleshoot and resolve issues, providing follow‑up when necessary.
• Support global partners with the collection, investigation, and response to product‑related complaints.
• Build strong relationships with consumers as well as other quality‑related departments.

• Conduct investigations and research to identify root causes of problems or responsible parties/processes.
• Gather and analyze data to identify trends, problem areas, or potential improvements.
• Apply systems, databases, and research techniques to support investigations and analysis.
• Write reports with recommendations, including preventive and corrective actions, for management.

• Identify, design, develop, and maintain solutions to improve processes.
• Work to expedite processes that have encountered delays.
• Coordinate the design, collection, and monitoring of key quality performance metrics (e.g., non‑conformances, compliance violations, product complaints, audit responses, and investigations).
• Assist with policy, SOP, and work instruction writing and periodic reviews to ensure compliance with current quality requirements.

• Assist in the internal audits program including scheduling, conducting audits, generating reports, and managing audit files.
• Support reporting to local and global management on the effectiveness of controls, internal audit findings, complaints, and investigations.
• Maintain up‑to‑date knowledge of products, operations, and compliance rules/regulations.

• Assist in preparing and documenting training to ensure personnel are properly informed and trained.
• Collaborate across internal departments to ensure timely resolution of issues.
• Meet individual, departmental, and company goals.
• Perform other related duties as assigned by management.

• HS Diploma or equivalent
• 3–5 years of relevant business experience
• 1–2 years of call center experience
• Demonstrated experience in project management, process improvement and decision‑making abilities

• Demonstrated experience in working with customers under a variety of conditions and emotional states.
• Excellent knowledge of reporting procedures and record keeping.
• Claims and understanding medical insurance and reimbursement processes highly preferred.

• Strong background in customer service or administrative support roles.
• Demonstrates patience, determination, and dedication to customer service.
• Excellent data collection and analysis skills with strong attention to detail.
• Strong time management, organizational, and prioritization.
• Strong leadership, problem‑solving, and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast‑paced environment and manage multiple tasks, with tight deadlines, successfully.
• Methodical and diligent with outstanding planning abilities.
• Integrates and demonstrates core values, integrity and accountability.
• Self‑motivated, and ability to work with minimal supervision.
• Intermediate skill in MS Office (Word, Excel, PowerPoint, Outlook, Veeva) and CRM type systems.

You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.

Atos Medical is a global leader with Swedish headquarters and more than 20 subsidiaries worldwide. Guided by our superpowers—patient‑centric,…