• Responsible for the execution of Commercial Quality related processes for product complaints and Field actions in a flawless and compliant way within the Marketing/Local Operating Company (LOC)
• Ability to work alone, but also work effectively as part of a team
• Dealing with complaint escalation prior to further escalations, establishing the details and investigating next steps
• Management & SME of UK/Ireland Product complaints
• Take responsibility for and effectively manage the Field Action processes
• Work independently to resolve quality issues locally or where applicable with appropriate escalation
• Responsible for the initiation of a Field Actions in LOC including EMEA initial communication calls & taking the lead and arranging LOC stakeholder calls.
• Assist in driving continuous improvements, simplification & standardization within the QMS
• Execute a culture of compliance and good customer service/feedback.
• Ensure compliance with the procedures and processes.
• Participate in quality/compliance/regulatory project for the complaints and field action process
• Responsible for data management within the MHRA MORE portal as required
• Ensure working to quality requirements at all times
• Support & Participate on site audits (e.g. from regulatory bodies)
• Participate / Execute the quality training program for the complaints & Field action process - induction and refresher training where appropriate to the cross functional partners
• Identify & Assist with non conformance investigations, quality issues and escalation adverse events
• Assist with establishing corrective & preventive actions to mitigate potential or actual non conformances

Key Responsibilities

• Manage and serve as SME for product complaints in the UK and Ireland.
• Lead and coordinate Field Action activities and communications.
• Investigate and resolve quality issues with appropriate escalation.
• Support quality management system (QMS) compliance and continuous improvement initiatives.
• Ensure adherence to quality, regulatory, and compliance requirements.
• Manage data within the MHRA MORE portal.
• Support audits, inspections, training, CAPAs, non-conformance investigations, and adverse event escalations.
• Collaborate closely with Sales, Customer Service, and Distribution/Returns teams.

Required Experience

• 1–2 years' experience in Quality, Regulatory, or Compliance within a regulated environment.
• Understanding of quality systems and regulatory requirements.
• Strong attention to detail and documentation skills.
• Excellent written and verbal English communication.
• Ability to work independently and cross-functionally.
• Strong computer skills (Excel, Word, PowerPoint, Outlook, and business systems).
• Customer-focused with strong relationship-building skills.

Preferred Experience

• Medical devices, healthcare, pharmaceuticals, or other regulated industries.
• Product complaints and field action management.
• Audit, inspection, or regulatory assessment support.
• Experience in a multinational or matrix organization.
• Exposure to health authority or notified body inspections.

Ideal Candidate Profile

This role would suit someone with early-career quality or regulatory experience who enjoys:

• Investigating issues and solving problems.
• Working with compliance processes.
• Managing product complaints and recalls/field actions.
• Collaborating with multiple stakeholders while maintaining high attention to detail.

Required Skills

Preferred Skills

• Business Behavior
• Compliance Management
• Continuous Improvement
• Data Analysis
• Data Compilation
• Detail-Oriented
• Execution Focus
• Goal Attainment
• Internal Controls
• Issue Escalation
• Process Oriented
• Quality Control (QC)
• Quality Management Systems (QMS)
• Quality Standards
• Regulatory Environment
• Report Writing