North America IIM & Consumer Quality

Transcomm Operations & Supporting Systems

• Support daytoday oversight of Transcom performance, including KPI tracking, basic analysis, and helping manage escalations or complex cases.
• Assist in maintaining U.S. consumercare systems (Product Reference Manual, Product Locator, Salesforce Product Hierarchy) by updating content, checking accuracy, and coordinating with IT or vendors when issues arise.
• Coordinate activities with vendor partners (Hibbert, Emplifi), including helping with budgets, POs, contract renewals, IT support tickets, and Quality Management Review preparation.
• Review and route consumer mail received at U.S. headquarters, ensuring items reach the correct internal teams for followup

Consumer Interaction Management

• Localize and maintain the Global Consumer Interaction Training Agenda for the U.S., ensuring materials reflect current products, claims, and regulatory requirements.
• Coordinate with Marketing and Transcom to prepare agents for innovation launches, new products, and consumerfacing updates.
• Submit tickets for website content updates and maintain consumerfacing FAQs based on trending inquiries, working with Marketing, Legal, Regulatory, and Quality to ensure accuracy.
• Support the upkeep of SOPs and interaction guidelines to ensure consistent, compliant handling of consumer contacts.

Compliant Reporting, Adverse Events, & Post Launch Surveillance

• Collect and review weekly Adverse Event (AE) reports, flag potential Serious AEs, and coordinate followup with Quality/Regulatory.
• Maintain organized, auditready AE documentation, including logs, decisions, and communications.
• Export, sort, and distribute weekly consumer complaint reports to PC and 3PM Quality teams, documenting rationale for cases not requiring investigation.
• Prepare monthly postlaunch complaint summaries for new products, highlighting early signals and sharing insights with crossfunctional teams.

Compliant Trending & Investigations

• Collect & Present monthly complaint trending using Excel and BI tools, helping identify patterns, signals, and potential risks.
• Assist in coordinating complaint investigations with PCs, 3PMs, and the NA Manufacturing Quality Team, contributing to rootcause analysis and CAPA documentation.
• Use internal benchmarks to help determine when trends may require escalation, investigation, or CAPA initiation, ensuring clear linkage between defect, root cause, and corrective action.

Integrated Innovation Management (IIM & FFPR)

• Participate in weekly or biweekly IIM Project Core Team meetings, supporting risk identification and mitigation tracking.
• Prepare monthly summaries of complaint status, risks, and key decisions for the direct supervisor.
• Support FFPR reviews for launched or reformulated products by gathering data, entering findings in SAP, and coordinating crossfunctional inputs.
• Track followup actions for conditionally released or rejected FFPRs to ensure quality risks are addressed and compliance is achieved.

• 1-3 years of experience in Quality or related fields OR relevant internship/coop experience.
• Interest in learning quality systems, consumer insights, and regulatory requirements; prior exposure is a plus but not required.
• Comfortable working with data and analytics in Excel and Power BI.
• Strong organizational skills with the ability to manage multiple tasks and follow structured processes.
• Clear communicator who can collaborate effectively across teams and ask questions to gain clarity.
• Detailoriented, curious, and eager to build expertise in consumer quality and innovation workflows.
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  Ability to handle sensitive consumer cases with professionalism and sound judgment.