Complaint Escalation Management Quality Lead (CH)

The position of **Complaint Escalation Management Quality Lead, Bulle, Switzerland** sits within the Global Quality Organization of a life‑science company that focuses on patient safety and regulatory compliance. Reporting to the Head of Complaint and Escalation Management, the role strengthens the Global QA department by supervising the external complaints‑management service provider and by driving continuous‑improvement programmes for both complaint and escalation workflows. On a daily basis the lead will monitor the performance of the contracted service provider, launch efficiency projects, and handle deviations, corrective‑and‑preventive actions (CAPAs) as well as audit‑remediation activities. The role also requires managing eQMS transactions, acting as the global subject‑matter expert for the complaint process, updating procedures and training material, and producing KPI reports and data‑analytics outputs. In addition, the lead will organise regular network meetings and coordinate the global escalation process that brings together experts and senior leaders to decide on actions such as health‑authority notifications or batch recalls. The employer expects a candidate with solid expertise in Good Manufacturing Practice (GMP) and a proven track record of resolving investigations. Strong leadership abilities are essential to steer discussions and make decisive recommendations. Experience in handling deviations, CAPAs, audit findings, and working with electronic quality‑management systems is required, as is deep familiarity with the end‑to‑end global complaint process. The role also calls for the capacity to generate meaningful KPI metrics and to translate data into actionable insights. While the description does not list explicit benefits, the position offers the chance to work in a collaborative, cross‑functional environment that includes regulatory, supply‑chain, technical, analytical, safety, medical, pharmacovigilance, and quality teams at both global and local levels. The location in Bulle, Switzerland, provides a scenic setting and the opportunity to engage with senior leadership across the organization, supporting professional growth in a highly regulated industry. What the role asks for: - Deep knowledge of GMP processes - Proven investigation resolution experience - Strong leadership and decision‑making skills - Experience managing deviations, CAPAs and audit remediation - Proficiency with eQMS system transactions - Subject‑matter expertise in global complaint process - Ability to generate KPI metrics and data analytics - Nice‑to‑have: experience with cross‑functional improvement projects