Esplugues de Llobregat \| 1 Vacancy Published on 09 Dec 2025 General Information Ensure effective, traceable, and regulatory-compliant management of customer complaints and product recalls, acting as the liaison between customers and technical departments (QA, Production, Logistics, Regulatory) to safeguard product quality and safety, as well as the company’s reputation, while simultaneously enhancing the customer experience. **Customer Complaint Management** * Reception, registration, and classification by criticality of complaints in the quality system. * Preliminary analysis of incidents and classification according to criticality. * Coordination with Production, Logistics, and QA for root cause investigation. * Tracking of root cause analysis (5 Whys, Ishikawa) and definition of CAPAs. * Preparation of technical reports and proposal of corrective actions. * Clear and professional communication with the customer regarding the status and resolution of complaints. **Technical Customer Support** * Coordinate resolution of inquiries related to product quality and applicable regulations by identifying and engaging the appropriate subject-matter experts for each case. * Act as the liaison between customers and technical departments to ensure rapid and accurate responses. * Maintain an up-to-date record of interactions and solutions provided. **Collaboration in Product Recalls** * Participate in the planning and execution of product recalls. * Ensure correct traceability and documentation throughout the process. * Coordinate with Regulatory Affairs and health authorities when required. * Prepare post-recall reports including impact analysis and improvement proposals. **Monitoring and Continuous Improvement** * Analyze complaint trends to identify critical areas. * Propose preventive actions and improvements to internal processes. * Participate in cross-departmental meetings to optimize the customer experience. * Generate periodic reports on quality indicators related to customer service. **Internal Coordination and Administrative Support** * Manage documentation associated with complaints and recalls. * Keep records updated in the quality management system. * Prepare presentations and reports for audits and internal reviews. * Support internal training on complaint management and customer service. **Responsibility within the Integrated Management System:** * Know and apply current standards for safety, health, occupational risk prevention, quality, environment, and energy efficiency, ensuring compliance. * Report any risk situations according to incident/accident management and quality event management procedures. Requirements* 2–3 years’ experience in Quality Assurance (QA) and/or Technical Customer Service within regulated industries (pharma, healthcare, chemical, food or related sectors). * Experience in complaint management, deviation/CAPA analysis, and support for product recalls. * Proficiency in Quality Management Systems (GMP/ISO 9001/ISO 22000 or similar). * Degree in Pharmacy, Chemistry, Biotechnology, Engineering or related field. * Knowledge of quality regulations (GMP/ISO) and investigation procedures. * Additional specialized training in complaint management, Risk Management, and Regulatory/Compliance is desirable. Equality and Diversity at Bioiberica*We value diversity and are committed to fostering an inclusive workplace where all employees are respected and supported, regardless of gender, age, ethnic origin, religion, sexual orientation, disability, or socioeconomic background. We explicitly welcome applications from individuals with a broad range of perspectives and experiences. Our goal is to guarantee equal opportunities and actively combat discrimination both during the recruitment process and in everyday working life.* **Are you interested in this position?** ----------------------------- Complete the form and our team will contact you with all the information you need to make the best decision.