As a key operational layer in our customer satisfaction, quality assurance, and regulatory compliance framework, our group is committed to maintaining the highest standards of operational integrity and service excellence. To strengthen our quality management and customer resolution teams, we are seeking our:

COMPLAINTS INVESTIGATION SPECIALIST

Reporting to the Quality & Customer Satisfaction Manager, you will serve as the primary subject matter expert responsible for handling end-to-end technical and operational complaint investigations. You will delve deep into complex customer issues, conduct thorough root-cause analyses, and collaborate cross-functionally to ensure swift, compliant, and permanent resolutions.

In this critical investigative and analytical role, you will end-to-end manage, investigate, and resolve complex customer complaints in strict compliance with internal quality procedures, corporate policies, and industry regulatory standards. You will systematically gather evidence, interview relevant technical departments, cross-examine operational logs, and analyze data to establish definitive root causes for product or service failures. Operating with high analytical rigor, you will draft comprehensive, technical investigation reports, track corrective and preventive actions (CAPA), and accurately log all findings into dedicated database systems. Working in close alignment with Quality, Operations, Product Engineering, and Legal teams, you will identify high-risk or escalatable grievances early, present objective findings to leadership, and communicate technical resolutions clearly and empathetically to international clients and key internal stakeholders.

Bachelor's or Master's Degree in Engineering, Quality Management, Industrial Operations, Life Sciences, or a related technical/scientific discipline. Advanced coursework or certification in Quality Systems (e.g., ISO 9001, ISO 13485) and root-cause analysis methodologies is highly regarded with at least 3 to 5 years of proven experience in a similar role handling complex technical complaints, quality investigations, or customer advocacy within a regulated or fast-paced corporate environment (e.g., Medical Devices, Life Sciences, IT/SaaS, Automotive, or aeronautic industry). Proven mastery of root-cause analysis methodologies (e.g., 8D, 5-Whys, Fishbone diagram) with a strong aptitude for navigating ambiguity, evaluating raw data, and extracting clear conclusions. Fluent/C2 English level (both written and spoken) is strictly mandatory to draft precise technical reports, lead international conference calls, and interact directly with global clientele and proficient in quality management software (QMS), CRM/ticketing systems (e.g., Salesforce, Zendesk, SAP), and data tracking/reporting platforms.

High level of personal ownership, results-oriented mindset, and ability to meet tight investigation deadlines under pressure; Exceptional capacity to articulate complex technical ideas, facts, and investigation outcomes with clarity, objectivity, and diplomatic tact; Ability to maintain composure, critical thinking, and decision-making efficiency when handling high-volume workloads or high-profile client escalations; Strong team player able to build consensus across multidisciplinary teams while remaining an unyielding advocate for customer satisfaction and product quality.