Abbott

Supervisor Complaint Handling

Abbott • $78K — $156K *
Plano, TX 75025In-Person
Healthcare
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree or equivalent education/experience
  • Minimum 4 years of quality-related experience
  • Experience in complaint investigations in a regulated environment
  • Understanding of product use related to complaints
  • Proven leadership skills managing large, diverse teams
  • Strong communication and collaboration skills across functions
  • Ability to work independently and make judgment calls on complaints

Responsibilities

  • Assign and monitor complaint cases for QA Specialists
  • Provide coaching and support to team members
  • Conduct performance evaluations for direct reports
  • Understand all aspects of the complaint handling process
  • Manage resources to meet complaint metrics
  • Identify opportunities for process improvements
  • Monitor quality metrics related to complaint evaluations

Benefits

  • Comprehensive health and wellness benefits
  • Diverse career opportunities
  • Support for building future aspirations
  • Work-life balance initiatives
Full Job Description
JOB DESCRIPTION:

Job Title

Supervisor Complaint Handling

The Opportunity

This position works out of our Plano, TX location in the Neuromodulation division. Our Neuromodulation business includes implantable devices compatible with mobile technology to help people who suffer from chronic pain and movement disorders. These non-opioid therapies allow us to provide interventional pain therapy to patients throughout the pain continuum.

The Supervisor Complaint Handling is responsible for providing the direct supervision of non-exempt employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers.

What You'll Work On
  • Assign and monitor daily complaint cases for QA Specialists.
  • Provide coaching, counseling, and ongoing support to team members to strengthen performance and compliance.
  • Conduct both formal and informal performance evaluations for direct reports.
  • Maintain a comprehensive understanding of all aspects of the complaint handling process.
  • Manage team resources to ensure division goals for complaint metrics are consistently met.
  • Identify opportunities to improve efficiency, accuracy, and overall effectiveness of complaint handling processes.
  • Monitor and communicate quality metrics related to complaint evaluation and investigation documentation completed by internal groups (e.g., Complaint Evaluations Group, Complaint Investigations Group).
  • Supervise complaint closure activities for Neuromodulation Division.
  • Ensure complaint evaluations and closures are completed accurately, on time, and in alignment with procedures, coding requirements, and documentation standards.
  • Oversee people and processes to proactively resolve issues and enhance workflow efficiency.
  • Identify trends in product complaints and escalate findings to management promptly.
  • Maintain readiness for corporate and FDA audits, ensuring complaint handling activities meet regulatory expectations.
  • Mitigate audit risk by ensuring complaints are closed correctly and supported with proper documentation.
  • Initiate, own and process complaints cases.


Required Qualifications
  • Bachelor's Degree or an equivalent combination of education and work experience
  • Minimum 4 years of related quality experience
  • Previous experience conducting complaint investigations and evaluations within a regulated environment.
  • Understanding of product use and application, particularly as it relates to complaint assessment.
  • Proven ability to lead, mentor, and manage a large team of non-exempt employees, including both full-time and contract staff.
  • Strong communication skills with the ability to collaborate effectively across cross-functional groups such as Customer Support, Medical Events, and Complaint Evaluations.
  • Ability to work autonomously, exercise sound judgment, and make decisions regarding escalation needs for additional documentation, investigation, or processing.
  • Demonstrated capability to determine when complaints require further action versus when they are ready for closure.


Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

The base pay for this position is
$78,000.00 - $156,000.00
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Operations Quality

DIVISION:
NM Neuromodulation

LOCATION:
United States > Texas > Plano : 6901 Preston Road

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
Not specified

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day)

About Abbott

Abbott Careers

Joining Abbott means becoming part of a globally diverse team dedicated to making a lasting impact on human health. As a leader in healthcare innovation, Abbott provides a dynamic workplace where careers flourish through growth, leadership, and diversity training.

Opportunities at Abbott

Explore a world of opportunities with our team. Whether you're seeking job opportunities in engineering, marketing, research, or healthcare, Abbott offers a variety of positions that allow professionals to grow their careers. Our commitment to diversity and innovation is evident in every aspect of our work, fostering an inclusive culture that values each team member's contribution.

Work You'll Do

At Abbott, every role contributes to our mission of helping people live fuller lives through better health. From groundbreaking research in medical devices to advancements in pharmaceuticals, our team is at the forefront of healthcare innovation. By joining Abbott, you are not just accepting a job; you are embarking on a path of professional and personal growth.

Internship Programs

Kickstart your career with an Abbott internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Abbott work on projects that matter, gaining the experience and knowledge necessary to succeed in their future careers.

Professional Development

Abbott is dedicated to the continuous professional development of its employees. With access to cutting-edge technology, leadership programs, and diversity training, our team members are equipped to lead and innovate within the healthcare industry. We support your career journey with robust training programs, mentorship, and opportunities for networking and professional growth.

Benefits and Culture

Our employees enjoy comprehensive benefits designed to support their life and well-being. From health insurance to retirement plans, we ensure our team has everything they need to thrive. Abbott's culture is built on a foundation of respect and integrity, united by a shared commitment to improving health outcomes.

Join Our Team

Discover the impact you can make with a career at Abbott. We are hiring individuals who are passionate, curious, and driven to lead. Search open positions that match your skills and interests on our Jobs page. Prepare your resume, sharpen your interview skills, and get ready to join a team that's at the cutting edge of healthcare solutions.

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Explore Abbott

With a commitment to improving life through innovation, leadership, and diversity, Abbott is a place where you can fulfill your potential. See what exciting and rewarding opportunities await at Abbott by exploring our career opportunities today.

SEARCH ABBOTT JOBS

Join us in our mission to make the world a healthier place through innovation, leadership, and diversity. Your journey to a fulfilling career at Abbott starts here.
Learn more about Abbott
Size
113,000 employees
Market Cap
$189 billion
Industry
Healthcare
Net Income
$4.4 billion
Founded
1944
5 Year Trend
+15.6%
Revenue
$34.6 billion
NASDAQ
ABT
* Ladders Estimates

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