About WSA

WS Audiology combines over 140 years of experience in pioneering better solutions to help people with hearing loss. With a passion for impact, our 12.000 employees are committed to achieving our purpose: wonderful sound for all. With brands like Signia, Widex, Audio Service, Rexton, Vibe, HearUSA and Bloom and with diverse assets across wholesale, retail, online, managed care and diagnostic solutions, we are active in over 125 markets. Going beyond together, we achieve annual revenues of around EUR 2 billion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Support to retail - global:

• Develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
• Develop and scale processes to manage customer feedback. 
• Enable support for Consumer related Customer Service & Sales topics such as product complaint intake, investigation and communication to consumer. 
• Implement and maintain processes to manage product issue escalation and investigation.

Support to key accounts - global:

• Develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
• Develop and scale processes to manage customer feedback. 
• Standardization of customer facing processes, customer self-service via e-commerce and order entry processes optimization.
• Implement and maintain processes to manage product issue escalation and investigation. 
• Surveys and analyzes best practices for techniques and processes.

Local US - Quality:

• Part of the US quality team and assist/participate with internal and external audits and associated preparation.
• Assist in implementing and maintaining local QMS, training system and doc control related procedures. 
• Measures performance against process requirements. 
• Able support for DTC/OTC projects and process development.

REQUIREMENTS:

• Bachelor's degree with 3+ years of work experience in Quality, Business Analytics in regulated industry
• Proven ability to document either business processes or technical procedural requirement documents
• Experience developing, implementing and executing new initiatives from an end-to-end perspective
• Bachelor degree in Engineering, Science, Analytics, Business Administration or other related field
• Experience in Complaint Handling or managing customer feedback preferred
• Highly proficient with Excel and PowerPoint
• Lean Six Sigma Knowledge preferred
• Knowledge of ISO 13485 and FDA requirements a plus

Travel- Medium- 11-20 days