QA Product Complaint Specialist

2 months ago

Brockton, Massachusetts, United States Insmed Incorporated Full time



Company Description

Insmed is a global biopharmaceutical company on a mission to transform the lives of patients living with serious and rare diseases. Our most valuable resource is our employees, and everything we do is motivated by a patients-first mentality. We are dedicated to growing our team with talented individuals from around the world who are willing to challenge the status quo, solve problems, and work collaboratively with a sense of urgency and compassion.

Guided by our core values of collaboration, accountability, passion, respect, and integrity, we aim to foster an inclusive, diverse, and flexible work environment, where our employees are recognized for leaning in and rolling up their sleeves. If you share our vision and want to work with the most dedicated people in the biopharma industry, come to Insmed to accelerate your career.



Recognitions

Named Science's Top Employer in 2021, 2022, and 2023

Insmed is dedicated to creating a collaborative environment where our team can thrive. Every day, our employees turn their passion for science and research into innovative solutions for patients. That's why we were named the No. 1 company to work for in the biopharma industry in Science's Top Employers Survey for three years in a row.

A Certified Great Place to Work

We believe our company is truly special, and our employees agree. In July 2023, we became Great Place to Work-certified in the U.S. for the third year in a row. We are also honored to have been listed on the Best Workplaces in BiopharmaTM, Best Workplaces in New YorkTM, and Best Workplaces for MillennialsTM lists.



Overview

Reporting to the Director, Product Quality Complaints, the Product Quality Complaint Associate, QA will play a key role in the complaint process. Specific areas of responsibility include Ensure accurate and thorough complaint intake information, replacement need, trouble-shooting with complainant, patient follow-ups, product complaint investigations, tracking and trending of complaint data. The position is based in our Bridgewater, NJ HQ (onsite 3 days a week)



Responsibilities

ResponsibilitiesAdditional representative responsibilities will include, but not necessarily be limited to, the following:

Accurately enter commercial, clinical and/or compassionate use complaints into the internal software system/QMS.Review each complaint assigned for accurate/missing information, complaint details, further regulatory compliance actions, replacement needs, or unreported adverse events.Act as a technical product subject matter expert and trouble shoot complaints with complainants.Contact complainants for follow up information, trouble shooting and device returns.Perform complaint investigations to determine root cause, identify resolution and respond to the complainants.Ensure adverse events reported through the complaint system or at patient follow-up are reported within 24 hours.Provide product training and complaint training to internal and external stakeholders.Partner with colleagues in other departments to increase the overall effectiveness of the Quality Assurance department.Manage workload and call volume within pre-defined KPIs and SLAs.Recognizes and identifies opportunities for improvement around product complaints and device support processes; shares best practices with the Patient Support & Quality teams.Investigations associated to complaint trending along with associated CAPA.Qualifications BS or associate degree in engineering, Life Science or related discipline preferred, and a minimum of 1-2 years of relevant Quality Assurance experience.Experience with a patient calls/complaint intake in a regulated industry.Must be thoroughly knowledgeable on relevant cGMP's and Good Documentation PracticesMust have excellent communication skills (verbal and written). Demonstrate ability to manage projects and variable workloads.Highly organized with a strong attention to detail, clarity, accuracy and conciseness. Highly proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).Must successfully exhibit Insmed's five (5) values: Collaboration, Accountability, Passion, Respect, Integrity. Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace.

Travel Requirements

Up to 10%

#LI-JT1



Salary Range

Insmed takes into consideration a combination of candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required in the role, and external market and internal value when determining a salary level for potential new employees.

The base salary range for this job is from $73,000.00 to $97,200.00 per year



Compensation & Benefits

We're committed to investing in every team member's total well-being, now and in the future. We offer a competitive total-rewards package to all employees around the world, including:

Flexible approach to where and how we work, regionally basedCompetitive compensation package including bonus Stock options and RSU awardsEmployee Stock Purchase Plan (ESPP)Flexible Vacation Policy Generous paid holiday schedule and winter break ADDITIONAL U.S. BENEFITS:401(k) plan with company matchMedical, dental, and vision plansCompany-provided Life and Accidental Death & Dismemberment (AD&D) insuranceCompany-provided short and long-term disability benefitsUnique offerings of pet, legal, and supplemental life insuranceFlexible spending accounts for medical and dependent careAccident and Hospital Indemnity insuranceEmployee Assistance Program (EAP)Mental Health on-line digital resourceWell-being reimbursementPaid leave benefits for new parentsPaid time off to volunteerOn-site, no-cost fitness center at our U.S. headquarters

Additional Information

Insmed Incorporated is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Unsolicited resumes from agencies should not be forwarded to Insmed. Insmed will not be responsible for any fees arising from the use of resumes through this source. Insmed will only pay a fee to agencies if a formal agreement between Insmed and the agency has been established. The Human Resources department is responsible for all recruitment activities; please contact us directly to be considered for a formal agreement.

Applications are accepted for 5 calendar days from the date posted or until the position is filled.

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