Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analyst Cust Qual based in Brazil.
In this role, you will be part of a customer quality and complaints management function, ensuring that product-related feedback is handled with accuracy, compliance, and strong customer focus. You will act as a key point of contact for complaint resolution, supporting customers while safeguarding regulatory and quality standards across global healthcare operations. The position combines customer service, quality assurance, and compliance responsibilities in a highly regulated environment. You will evaluate, document, and resolve product complaints in accordance with international requirements, while ensuring data integrity and process adherence. Working closely with cross-functional and international teams, you will help improve customer experience, strengthen quality awareness, and support continuous improvement initiatives. This is a detail-oriented and collaborative role where communication, precision, and regulatory discipline are essential.
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 abilities
Benefits:
- Fully remote work setup with flexibility to operate from anywhere in Brazil
- Competitive compensation aligned with market standards
- Opportunity to work in a global, highly regulated healthcare environment
- Exposure to international teams and cross-functional collaboration
- Career development within quality, compliance, and customer operations functions
- Structured processes and strong organizational support
- Inclusive and diverse work environment promoting belonging and professional growth.
Your email job alert is now active!
