Quality Complaint Management Specialist

hace 2 semanas


Alajuela, Alajuela, Costa Rica 3M A tiempo completo
Job Title: Quality Complaint Management Analyst

Company Overview:

3M is a leading multinational company that offers various programs to support its employees' well-being.

Salary: $75,000 - $90,000 per year (estimated)

Job Description:

We are seeking a Quality Complaint Management Analyst to join our team in GSC Costa Rica. As a key member of our quality team, you will be responsible for managing complaints related to product quality in LATAM.

You will act as the connection between customers and manufacturing plants, ensuring a quick response to customers and adequate treatment of complaints at the source of supply.

Main Activities & Responsibilities:

  • Receiving and reviewing complaints, collecting required information for investigation.
  • Assessing business risk, potential for injury, environmental harm, or consumer safety concern, and escalating as required.
  • Creating cases in Salesforce/SCAR to manage complaints with suppliers, coordinating sample delivery, and following up with stakeholders.
  • Closing customer responses, approving credit adjustments if applicable, and closing complaint cases.
  • Participating in weekly TIER reporting meetings.

What We Are Looking For:

To succeed in this role, you should have an engineering degree, at least 3 years of experience in quality management, and advanced language skills in English and Spanish.

You should also have knowledge in problem-solving methodologies (5whys, Ishikawa, 8Ds, etc.) and excellent communication skills, both written and verbal.

Additional Skills:

  • Customer focus
  • Analytical thinking
  • Risk management
  • Organized
  • Problem solver mindset
  • Lean Six Sigma knowledge

Supporting Your Well-being:

3M offers various programs to support your well-being, including competitive pay and benefits, flexibility in work arrangements, and opportunities for career growth and development.



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