4x Complaint Quality Approver

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Cilag AG in Schaffhausen belongs to the group of Johnson & Johnson Innovative Medicine and manufactures high quality pharmaceutical products, active pharmaceutical ingredients (APIs) and medical devices. Today Cilag AG is one of the largest pharmaceutical manufacturers in Switzerland supplying all the major global markets. The Schaffhausen facility is a strategic launch and growth site for parenteral products, and we have an impressive pipeline of new and innovative products.
 

The Complaint Quality Approver is accountable for independent, objective review and approval of complaint records to ensure investigations are complete, scientifically justified, and compliant with applicable procedures and regulations. The role confirms that risk is assessed, root cause and actions are adequately supported by evidence, required stakeholders are involved, and the complaint record can be closed with a clear and consistent outcome.

Key responsibilities

The Complaint Record Approver independently reviews complaint records throughout the investigation lifecycle and provides the final Quality approval before record closure. The approver confirms alignment on investigation strategy, Root Cause Analysis is appropriate, that appropriate investigation tools are used, and that the right stakeholders are involved, including consideration of end-to-end supply chain factors as applicable. During execution, the approver supports the investigation owner by reviewing updates, requesting clarification or additional evidence, and ensuring new information and follow-up narratives are accurately integrated into the complaint record, including any actions required based on new information. The approver confirms risks are identified, managed and escalated, and supports actions as required. Prior to approval, the approver verifies data integrity and that conclusions are supported by objective evidence, confirms trending and recurrence considerations are addressed, and ensures the investigation summary and outcome are clear and aligned across sites/affiliates when applicable. Additionally, the approver will provide coaching and actionable feedback to issue owners on best practices, system usage, and investigation execution. Finally, the approver verifies required actions (including NC, when applicable) are defined, owned, and appropriately tracked before approving the complaint record.

Key interfaces

• Must be able to effectively operate in a matrixed environment and interact with cross functional local and global leaders on a regular basis.
• Complaint investigation owner(s) and cross-functional contributors (e.g., Manufacturing, QC, Engineering, Supply Chain, Packaging, MSAT).
• Other sites and affiliates (as applicable) to align investigation strategy, evidence, and outcome for site-manufactured product complaints.
• Quality leadership for escalation, risk communication, and decision alignment.

Required knowledge & skills

• Knowledge of Quality investigations, and corrective and preventive action concepts in a regulated environment is required.
• Proven proficiency in performing or reviewing/approving Quality investigation or Complaint Investigations.
• Understanding of cGMP, Good Documentation Practices, and applicable regulations; familiarity with U.S. and international GMP expectations for pharmaceuticals/medical products.
• Strong ability to review technical data and documents (e.g., batch records, test results, protocols, procedures) and identify gaps or inconsistencies.
• Ability to assess whether quality investigation conclusions are supported by objective evidence.
• Ability to evaluate risk and ensure appropriate escalation and actions according to global and site procedures.
• Clear written communication skills to provide precise approval rationale and actionable feedback.
• Analytical skills, including ability to interpret trends and performance metrics.
• Ability to work independently and in teams; strong organization skills to meet deadlines and manage multiple records.

Education & experience requirements

• Master’s degree or PhD in Life Science or related discipline (or equivalent experience) is required.
• Minimum of 2-4 years of experience performing and/or reviewing quality investigations (complaints, deviations, nonconformances, or similar quality events).
• Experience working within quality systems and with applicable regulatory and compliance requirements.
• Demonstrated ability to write clear, concise documentation and provide professional, actionable feedback.
• Proven critical thinking, problem-solving, and decision-making skills.
• Strong organization, prioritization, and time management skills.
• Business-fluent in English

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