QA Specialist – Complaint Handling

About ZEISS

ZEISS has been in business for over 179 years, pioneering science and technology across diverse markets.

Assist in maintaining Quality Assurance and Control practices in adherence to FDA regulations for the QA System Regulation and ISO 13485 standards. The QA Specialist manages complaint handling, returned goods tracking, and reporting requirements.

• Manage the end-to-end product complaint process, ensuring timely and compliant handling from intake through closure.
• Evaluate, investigate, and resolve customer complaints in accordance with internal procedures and applicable regulations, including ISO 13485, FDA 21 CFR 820, and MDSAP requirements.
• Conduct and coordinate root cause investigations by gathering data, performing product evaluations, and collaborating with cross‑functional teams.
• Maintain complete, accurate and compliant complaint records, documenting investigation results, conclusions, and supporting rationale.
• Partner with Manufacturing, R&D, Regulatory Affairs, Quality, and Supply Chain teams to drive effective complaint resolution.
• Communicate with customers, distributors and internal stakeholders to obtain information and provide updates throughout the investigation process.
• Support escalation activities for potential safety concerns or systemic quality issues.
• Coordinate returned product evaluations, ensuring traceability and proper documentation.
• Maintain complaint files and data within the complaint management system in accordance with Good Documentation Practices (GDP).
• Analyze complaint trends and perform statistical evaluations to identify recurring issues, emerging risks, and areas for improvement.
• Prepare and present complaint trend reports to Quality and Management Review teams and provide input for CAPA activities and risk assessments.
• Assess complaints for regulatory reportability requirements, including Medical Device Reporting (MDR) and global vigilance obligations, and support submissions to regulatory authorities as required.
• Initiate and support Corrective and Preventive Actions (CAPA), verify effectiveness of implemented actions, and drive continuous improvement initiatives.
• Participate in internal audits and support external audits, including ISO, MDSAP, and regulatory inspections.
• Contribute to maintaining an effective and compliant Quality Management System (QMS).
• Support departmental goals and key performance indicators, including complaint closure timelines, trend analysis effectiveness, CAPA linkage and overall quality performance.
• Lead and complete assigned projects in alignment with business objectives and established timelines.

• High school diploma or equivalent with 3+ years of relevant experience. Bachelor's degree in Engineering, Clinical Sciences, Life Sciences or a related field preferred.
• Minimum of 3 years of post‑market complaint handling experience within a regulated industry, with a strong understanding of global medical device regulations and quality standards, including ISO 13485 and FDA QSR.
• Experience in the medical device industry preferred; experience in other regulated industries such as Pharmaceuticals or In Vitro Diagnostics (IVD) also valued.
• Experience with technical writing and the development of procedures, work instructions or policies.
• Proficiency with Microsoft Office and other computer applications; advanced computer skills preferred.
• Experience with Quality Management Systems (QMS) and quality management software preferred.
• Ability to read, interpret and communicate technical documents, procedures and correspondence.
• Comfortable presenting information in one‑on‑one and small group settings.
• Bilingual capabilities a plus.

Full‑time, on‑site position located at our facility. Remote work not available. Standard hours Monday‑Friday, 7:00AM–3:30PM, with occasional overtime as business needs require.

Hourly pay range $31.00–$38.00. Compensation depends on factors such as location, experience, education and role scope. Eligible for performance bonus or sales commissions.

Medical, Vision, Dental, 401(k) matching, Employee Assistance Programs, vacation and sick pay.