Customer Quality Specialist

Location: Montreal – Hybrid

Employment Type: Permanent, Full-time

Department: Quality Operations

Reports to: Quality Operations Manager

Some travel required

You will join a team working in a regulated environment where quality, customer experience and business objectives need to move forward hand in hand.

In this role, you will become a true go-to resource for customer complaint management , while acting as a bridge between the Quality, Commercial/Sales, Customer Service, Supply Chain, Sourcing, Regulatory teams and suppliers .

YOUR DAY-TO-DAY AS A CUSTOMER QUALITY SPECIALIST

- Manage customer complaints from A to Z: gather information, coordinate investigations, ensure follow-ups and drive timely and compliant resolutions.
- Be the voice of the customer within internal teams and ensure clear communication with customers regarding issues, investigations and corrective actions.
- Collaborate with Commercial, Quality, Supply Chain, Regulatory teams and suppliers to develop solutions that meet customer needs and regulatory requirements.
- Analyze quality trends and contribute to the management of CAPAs, non-conformities and recurring issues.
- Participate in continuous improvement initiatives aimed at optimizing quality processes and operational efficiency.
- Make decisions independently , while knowing when to elevate high-risk or high-impact situations.

THE MUST-HAVES

Above all, we are looking for someone who can combine quality expertise, customer focus and strong communication skills .

- Bachelor’s degree in Engineering, Life Sciences, Quality/Regulatory Affairs or a related technical discipline ;
- Minimum of 4 years of relevant experience in quality, compliance, regulatory affairs, quality engineering, product lifecycle management or a related technical field;
- Ideally 5 to 8 years of experience in complaint management ,



or approximately 5 to 10 years of overall relevant experience;
- Hands‑on experience in complaint management and investigations ;
- Experience working in a regulated environment ;
- Excellent communication skills, particularly in English ;
- Strong customer focus and the ability to navigate challenging situations;
- Ability to manage multiple cases and investigations simultaneously;
- Experience collaborating with suppliers;
- Ability to influence various stakeholders and drive issues forward;
- Strong autonomy and the ability to make day‑to‑day decisions;
- Analytical mindset, sound judgment and a solution‑oriented approach;
- Good understanding of the business impact of quality issues ;
- Knowledge of regulations applicable to medical devices, including FDA Medical Device QSR, Canada CMDR and ISO 13485 ;
- Experience managing or coordinating projects;
- Willingness to travel occasionally, approximately 15% of the time ;
- Experience in the medical device industry is preferred, but not mandatory .

6 POSITIVE REASONS TO APPLY AS A CUSTOMER QUALITY SPECIALIST

- A strategic role at the heart of customer experience and quality.
- A collaborative environment where you will work closely with Quality, Commercial, Supply Chain, Regulatory teams and suppliers.
- Autonomy and influence to make decisions and move initiatives forward.
- A variety of responsibilities , including complaints, investigations, CAPAs, continuous improvement and quality projects.
- A great opportunity to grow your expertise in the medical device industry.
- A tangible impact on the customer experience by ensuring their voice is heard and contributing to sustainable solutions.

DOES THIS SOUND LIKE YOU?

Are you a quality professional who enjoys solving problems, communicating with customers, coordinating investigations and turning challenges into solutions ?

Would you like to take on a role where your judgment, autonomy and relationship‑building skills can make a real impact?

📌 Spécialiste, Qualité client / Specialist, Customer Quality (Montreal)
🏢 CameleonHR
📍 Montreal