QA Complaint Handling Associate

7 months ago


Selangor, Malaysia Alcon Full time

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

Job Overview

Responsible for day-to-day case management of quality technical and adverse event (AE) complaint records, including intake, acknowledgement, follow up, triage, system entry and final response, involving Alcon devices, pharmaceutical products, over-the-counter products. Complaint handling accountabilities reflect activities required to comply with local and international regulations, guidelines and applicable directives.

Responsible for day-to-day case management of unsolicited medical inquiries from eye care professionals (ECP), consumers and internal partners, including intake, acknowledgement, follow up, documentation, development and provisions of responses involving Alcon devices, pharmaceutical products, over-the-counter products. Triage requests appropriately and document interactions directly into the approved department medical information repository/ database.

Key Responsibilities:
- Receive initial complaint from any source (e.g. ECP, patients, internal/ external Alcon representatives) and assure all information/ data is accurately captured at point of contact- Maintain an understanding of information/ data required to be collected for technical and AE complaints to assure compliance with regulations and directives- Manage technical and AE complaint records for assigned area(s) using designated safety system(s)- Review potential complaint data received via safety system(s) and other methods, as required.- Is cognizant of, and works efficiently within applicable time zones- Performs all necessary reconciliation activities including for all customer oriented programs in accordance with procedures- Triage/ address calls from all sources for quality technical complaint, AE, requests for refund/ replacement product and credit- Adheres to required metrics for all complaint handling responsibilities- Arrange for replacement, product return and shipping of samples to QA sites for analysis- Closes files according to established guidelines to meet required timelines- Maintain a working knowledge of:
- Company policies and procedures, departmental processes, and associated work instructions- Evolving local and international regulations, guidelines and applicable directives- Alcon products for assigned therapeutics area(s) and corresponding documentation (Product Inserts, Direction for Use (DFU), Manuals, Promotional Materials)- Eye anatomy, common diseases, ophthalmic procedures, terminology- Complaint management system, safety database and reporting tools- Informs management of potential safety issues, emerging trends and/or concerns- Ensure that a business continuity plan is in place which is aimed at guarantee the uninterrupted availability of key vigilance processes and activities, or mitigate the impact of an unwanted event by means of measures and procedures enabling efficient and effective business resumption and/ or recovery, exists and has been test-ed accordingly

Key Performance Indicators (KPI)- Quality and timely reporting of KPI and safety reports/updates- Complaint and/or AE intake reporting compliance- No critical findings in audits or inspections- Customer feedback and satisfaction

WHAT YOU’LL BRING TO ALCON:
- Minimum: graduation in science.- Ophthalmology/ Eye care experience desirable- Desirable: university degree in optometry/ pharmacy/ ophthalmology/ medicine/ pharmacology/ biomedical science/ biomedical engineering/ chemistry/ biology/ nursing or other healthcare discipline.- Fluent in both written and spoken English & Mandarin- 1 year of experience in customer service, complaints handling, quality management system or similar- Experience working within multinational pharma companies or medical device company desirable- Comprehensive understanding of national and international regulations for medical device vigilance and pharmacovigilance, medical terminology

HOW YOU CAN THRIVE AT ALCON:
- Opportunity to work with a leading global medical device company.- Collaborate with a diverse and talented team in a supportive work environment.- Competitive compensation package and comprehensive benefits.- Continuous learning and development opportunities.

Alcon Careers

ATTENTION: Current Alcon Employee/Contingent Worker
- Find Jobs for Employees
- Find Jobs for Contingent Worker


  • Quality Assurance

    6 months ago


    Selangor, Malaysia Alcon Full time

    At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...


  • Selangor, Malaysia Alcon Full time

    At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...

  • QA

    7 months ago


    Selangor, Malaysia Pasona Malaysia Full time

    **Job ID** **22856** **Position Title** - QA **Industry** - General and Wholesale Trading - ・To handle clients claims due to quality of products - ・Hearing from clients, report to Suppliers, discuss on countermeasure (replacement, improvement etc) - ・Visit client and suppliers frequently for discussion (Overseas Few times year, Domestic frequent...

  • Technician QA

    6 months ago


    Hulu Selangor, Malaysia AZMAN HAMZAH PLASTIK SDN BHD Full time

    **QA TECHNICIAN** **Incoming** 1. To monitor incoming inspection conducted by Quality Inpector QA. 2. To ensure Q.I record qty & type of defect into defect mapping. 3. To issue DCRS to supplier in case of Quality item. 4. To call supplier for discussion on quality nonconformance. 5. To evaluate incoming sample from supplier for new change for...

  • QA/qc Executive

    6 months ago


    Hulu Selangor, Malaysia Chiap Hong Cannery Sdn Bhd Full time

    **JOB DESCRIPTION** - Responsible for QA & QC activities in the company. - Generate QA/QC procedures, and ensure all incoming materials, in-process materials and final products are tested as per documented standards. - Keep all records and checklists up-to-date. - To carry out the product testing and analysis as per requirement & SOP - Ensure the cleanliness...

  • QA/qc Manager

    6 months ago


    Kuala Selangor, Malaysia Talent Houz Consulting & Services Full time

    **Responsibilities**: - Responsible for the improvement, implementation, maintenance, and continuous improvement of the company’s quality management system - Responsible to ensure smooth production and quality operations to meet customer needs; responsible for handling and reducing customer complaints, stable quality, and enhance customer satisfaction -...

  • Lab Manager

    7 months ago


    Hulu Selangor, Malaysia SR Consultancy Full time

    Lab documentation & sampling, specification & procedures, tests, equipment control & calibration, customers queries and audits. - QA/QC: raw material, online production, and finished products. Maintain sampling data records, technical troubleshooting and problem solving. - Countermeasures for non-conformance, disposition R&D, products development, trial...


  • Selangor, Malaysia Sandoz Full time

    **Your Key Responsibilities**: Your responsibilities include, but not limited to: - Building strong relationships with relevant functions in the affiliate organization (including but not limited to regulatory affairs, medical affairs, quality assurance, marketing and sales, clinical development and others), in collaboration with the Director/ Associate...


  • Hulu Selangor, Malaysia Prudential Ampri Cleanroom Services Sdn Bhd Full time

    **About the position**: - Based in Batang Kali, Selangor**: - Required to do overtime & fluent in English to handle Singapore customers.** **Job Descriptions** 1 Receive and process Purchase Order (PO) from customer include key in into JDE until delivery of stock. 2 Responsible to raise Order Requisition for all rental garments and coordinate with Sales...

  • Qc Supervisor

    7 months ago


    Selangor, Malaysia MGB Berhad Full time

    Responsibility :_ - Establishing Work Procedures and Instructions. - Act as Project Lead QA/QC and control the entire project Quality Assurance and Control activities during the construction phase. - Oversees the Inspector’s performance on the project towards monitoring and control of workmanship towards quality. - Updating inspection status and records on...


  • Hulu Selangor, Malaysia GMG Full time

    **POSITION : BOH (Back of House) Associate** **BRAND : NIKE** **OUTLET : Sunway Pyramid** **JOB RESPONSIBILITIES** - Implement and execute all BOH (Back of House) duties such as receiving and processing of shipment, stock placement, and organizing the entire BOH. - Audit stock levels to ensure inventory accuracy. - Assist in consolidating and transferring...

  • Sales Clerk

    6 months ago


    Hulu Selangor, Malaysia Prudential Ampri Cleanroom Services Sdn Bhd Full time

    1. Receive and process Purchase Order (PO) from customer include key in into JDE until delivery of stock. 2. Responsible to raise Order Requisition for all rental garments and coordinate with Sales Person & Purchasing for buffer stock planning. 3. Process any Increase Inventory form and Size Exchange Form that received from customers by liaising with the...


  • Selangor, Malaysia Alcon Full time

    Ensure the required regulatory reports are submitted complete and on-time - Follow-up as needed with internal functions and regulatory agencies, to gather missing/required information to ensure compliance to requirements - Perform investigation for any late reporting, determine root-cause and implement required actions - Own the process, drive improvements...


  • Hulu Selangor, Malaysia GMG Full time

    **POSITION : BOH (Back of House) Associate** **BRAND : NIKE** **OUTLET : One Utama** **JOB RESPONSIBILITIES** - Implement and execute all BOH (Back of House) duties such as receiving and processing of shipment, stock placement, and organizing the entire BOH. - Audit stock levels to ensure inventory accuracy. - Assist in consolidating and transferring...

  • QA/qc Executive

    7 months ago


    Hulu Selangor, Malaysia Speed Concrete Industries Sdn Bhd Full time

    _Precast Concrete Product Manufacturer_ **Responsibilities** - Communicate and correspond with supplier and client on quality matters.supplies and documentation. - Liase with client's reprentative on matters raw materials and documentation. - Conduct MRM(ISO). - Quality controls-conformance to client's quality requirement including ISO quality system...


  • Selangor, Malaysia Alcon Full time

    At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our...


  • Selangor, Malaysia Bank Islam Full time

    Req ID: 6301- Job Description: - Handling Operations Administration, Customer Enquiries and Crowd Management: - Facilitate salary crediting and support day-to-day branch operations. Assist customers with EPF withdrawals, full settlement financing accounts, fee-based product inquiries, and investment advisory. - Address queries regarding...

  • Temporary Officer

    7 months ago


    Selangor, Malaysia Bank Islam Full time

    Req ID: 6423- Job Description: - Handling Operations Administration, Customer Enquiries and Crowd Management: - Facilitate salary crediting and support day-to-day branch operations. Assist customers with EPF withdrawals, full settlement financing accounts, fee-based product inquiries, and investment advisory. - Address queries regarding...

  • QAqc Manager

    7 months ago


    Kuala Selangor, Malaysia Talent Houz Consulting & Services Full time

    **Responsibilities**: - Responsible for the improvement, implementation, maintenance, and continuous improvement of the company’s quality management system - Responsible to ensure smooth production and quality operations to meet customer needs; responsible for handling and reducing customer complaints, stable quality, and enhance customer satisfaction -...


  • Selangor, Malaysia Agensi Pekerjaan GMP (M) Sdn Bhd Full time

    **Responsibilities**: - To manage and handle all customer parts queries, process orders, monitor payments, claims and deliveries/shipping. - Order planning, stock replenishment and place order with factories & suppliers. - Communication with overseas suppliers to ensure prompt delivery. - Communication with forwarders for timely import clearance and...