Designated Complaint Unit (DCU) Specialist
We usually respond within two weeks
Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.
We are looking for an ambitious colleague to join the Designated Complaint Unit (DCU) as a DCU Specialist. This role is responsible for supporting global complaint handling activities and ensuring complaints are assessed, documented, and processed in compliance with applicable medical device regulations and internal procedures.
The DCU Specialist works closely with Business Quality, Regulatory Affairs, R&D, Manufacturing, Customer Support, and Post-Market Surveillance to ensure accurate complaint records, timely investigation support, and effective communication throughout the complaint handling process.
The position plays a key role in maintaining regulatory compliance, product quality, and continuous improvement across the company's global portfolio.
What you will do
Complaint Handling
Perform intake, review, triage, evaluation, and documentation of product complaints.
Ensure complaint records are complete, accurate, and compliant with applicable procedures and regulatory requirements.
Support complaint classification, risk assessment, and escalation to Investigation, CAPA, and other relevant quality processes as needed.
Maintain complaint files to ensure traceability and audit readiness.
Support continuous improvement of complaint handling procedures, workflows, training, and systems.
Ensure complaint handling activities are completed within established timelines and KPIs.
Investigation Support
Collaborate with Business Quality, R&D, Supply Chain, Manufacturing, and other stakeholders to support timely and thorough complaint investigations.
Review investigation documentation for completeness and clarity.
Ensure investigation outcomes are appropriately documented within the complaint record.
Support follow-up activities related to complaint investigations and corrective actions.
Data Review, Trending & Analysis
Support the review and analysis of complaint data to identify trends and product performance signals.
Assist in preparing complaint metrics and reports for Management Reviews and quality monitoring activities.
Contribute data and insights to Post-Market Surveillance activities as required.
Escalate emerging issues and trends through appropriate quality channels.
Compliance, Audit Readiness & Documentation
Maintain complaint records and supporting documentation in an audit-ready state.
Participate in internal audits, external audits, and inspections as a complaint handling subject matter expert.
Ensure compliance with applicable procedures, quality system requirements, and regulatory expectations.
Support remediation and continuous improvement activities when gaps are identified.
Cross-Functional Collaboration
Work closely with Regulatory Affairs, Business Quality, R&D, Manufacturing, Supply Chain, and Customer Support.
Support integration of complaint information into CAPA, risk management, and product improvement activities.
Contribute to cross-functional initiatives aimed at improving product quality and customer satisfaction.
What you bring
Experience
Required
BSc in Engineering, Life Sciences, Quality, or a related field.
Experience in medical device complaint handling, quality assurance, post-market quality, or related areas.
Working knowledge of 21 CFR 820, ISO 13485, ISO 14971, and medical device quality system requirements.
Experience working within a regulated medical device environment.
Strong analytical and problem-solving skills.
Strong written and verbal communication skills.
Ability to collaborate effectively across functions and cultures.
Experience using electronic quality management systems (eQMS).
Preferred
Master's degree in a relevant discipline.
Experience with SaMD, electronic medical devices, or other Class IIa devices.
Experience with QMS platforms such as TrackWise, Veeva, IQVIA, or similar systems.
Experience supporting audits and regulatory inspections.
Personal competencies
Attention to detail and documentation accuracy
Analytical and risk-based thinking
Strong organizational and prioritization skills
Effective communication and collaboration
Customer-focused mindset
Continuous improvement orientation
Ability to work independently and manage multiple priorities
Commitment to quality and compliance
Who we are
At WSA, we provide innovative hearing aids and hearing health services.
Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.
With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.
Sounds wonderful? We can't wait to hear from you.
WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.
- Department
- Quality
- Role
- Group Quality - Service Quality Enigneering
- Location
- Komorniki, Poland