AnalystCustQual

## Accountabilities Provide contact center support for the intake, evaluation, and resolution of product-related complaints in compliance with internal procedures and global regulations Investigate and resolve customer complaints in accordance with applicable standards (e.g., FDA, ISO, GMP, SOX, and internal quality requirements) Ensure accurate and complete documentation of complaints, inquiries, and customer interactions in relevant systems (e.g., CHS, SAP) Monitor complaint workflows to ensure timely resolution aligned with departmental KPIs and quality metrics Engage with customers in a professional and supportive manner, providing product information, guidance, and issue resolution Collaborate with international teams across different time zones to ensure continuous coverage and service quality Support administrative and operational tasks such as purchase order tracking, IT help desk requests, and call center coordination Contribute to cross-functional initiatives and interact effectively with internal stakeholders across departments Promote quality awareness within the team and support compliance with safety and environmental policies Execute additional tasks as assigned to support operational and quality objectives Requirements: Technical degree, associate degree, or higher education in a related field Minimum of 2 years of experience in customer service, customer support, or client relationship roles Strong interpersonal, organizational, and multitasking skills Experience working in structured, process-driven or regulated environments is a plus Strong attention to detail with the ability to document and manage information accurately Effective communication skills and ability to collaborate across teams and functions Fluency in Portuguese is required; English and Spanish proficiency is highly valued for international support roles Ability to work in a dynamic, fast-paced environment with shifting priorities Customer-focused mindset with strong problem-solving