MQ; Medical Quality) Complaint Management Specialist - Remote

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The MQ Complaint Management Specialist is responsible for reviewing escalated complaint files to ensure all required information is complete, accurate, and documented appropriately.

When information is missing or requires clarification, this position will work directly with the complainant, complaint preparer, field personnel, and other internal stakeholders to collect and document the necessary details. This role will also collect and analyze data, create reports and visualizations, support employee training, and complete special research and verification projects as requested.

The MQ Complaint Management Specialist serves as a key resource for MQ‑related processes and supports the continued implementation, testing, and validation of all programs involved. This position works closely with Field Service, Technical Support, Quality, and other cross‑functional partners to maintain accurate complaint records, support compliance, and ensure MQ tickets are addressed promptly.

• Serve as a subject matter expert for MQ‑related processes, workflows, systems, and requirements.
• Review escalated complaint files for completeness, accuracy, and compliance with established procedures.
• Identify missing or incomplete information and contact the complainant, complaint preparer, field personnel, or other appropriate stakeholders to obtain the required details.
• Accurately document collected information within the applicable complaint‑management systems.
• Independently pull and monitor MQ reports each morning and midday.
• Track all new and open MQ tickets to ensure they are reviewed, updated, and addressed promptly.
• Manage a high‑volume workload with volume expected to continue growing.
• Maintain accurate and consistent documentation to keep workflows efficient and on schedule.
• Collect, organize, verify, and analyze MQ‑related data.
• Perform special research, data‑gathering, and verification projects as requested.
• Identify documentation gaps, process concerns, or potential risks and elevate them to the appropriate stakeholders.
• Support field personnel by helping ensure their complaint documentation is accurate, timely, and aligned with established requirements.
• Maintain confidentiality and follow all applicable quality, regulatory, and data‑management requirements.
• Lead MQ process training for new hires.
• Provide team‑wide training when processes, procedures, requirements, or systems are updated.
• Support and maintain training materials, process guidance, and reference documentation.
• Perform ongoing checks and balances to verify adherence to established procedures.
• Provide coaching and clarification when process or documentation concerns are identified.
• Maintain comprehensive knowledge of MQ process updates, changes, and implementations.
• Promote knowledge sharing, consistency