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Complaint Analyst II

West Chester, PA

... complaint handling and MDR submissions. These activities include intake, investigation ... management's discretion, at any time. Collaboration and teaming skills Critical thinking skills ...

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$23K

$61.4K

$102.5K

How much do complaint manager jobs pay per year?

As of Aug 23, 2026, the average yearly pay for complaint manager in the United States is $61,351.00, according to ZipRecruiter salary data. Most workers in this role earn between $44,000.00 and $69,000.00 per year, depending on experience, location, and employer.

What does a complaint manager do?

A Complaint Manager is responsible for overseeing the process of receiving, investigating, and resolving complaints from customers or clients. They ensure that all complaints are handled in a timely, fair, and consistent manner, often working across teams to identify root causes and implement corrective actions. Additionally, Complaint Managers analyze complaint data to identify trends and suggest improvements to products, services, or processes. Their work helps organizations maintain customer satisfaction and comply with relevant regulations or standards.

What are the key skills and qualifications needed to thrive as a complaint manager, and why are they important?

To thrive as a Complaint Manager, you need strong analytical abilities, knowledge of regulatory standards, and experience in customer service or quality assurance, often supported by a relevant degree. Familiarity with complaint management systems, CRM software, and regulatory compliance tools is typically required. Exceptional problem-solving skills, empathy, and clear communication help build trust and effectively resolve issues. These skills ensure efficient resolution of complaints, regulatory compliance, and maintenance of customer satisfaction.

How does a complaint manager typically collaborate with other departments to resolve customer issues effectively?

A Complaint Manager works closely with departments such as Customer Service, Quality Assurance, Legal, and Operations to investigate and resolve complaints efficiently. They often facilitate meetings to gather information, ensure compliance with company policies, and develop action plans for resolution. This cross-functional collaboration helps address root causes, prevent future issues, and improve overall customer satisfaction. Strong communication and relationship-building skills are essential for coordinating these efforts and ensuring a timely response.

What is the difference between Complaint Manager vs Customer Service Supervisor?

AspectComplaint ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor's degree in business, management, or related field; certifications in customer service or complaint handling are a plusUsually requires a high school diploma or associate degree; experience in customer service is essential
Work EnvironmentOffice setting, managing complaint resolution teams, analyzing complaint dataOffice or retail environment, overseeing customer service staff, direct interaction with customers
Employer & Industry UsageUsed across industries like retail, healthcare, finance; employed by companies to handle escalated complaintsCommon in retail, hospitality, and service industries; focuses on daily customer interactions

The Complaint Manager focuses on overseeing complaint resolution processes, analyzing complaint data, and implementing improvements. In contrast, the Customer Service Supervisor manages frontline customer interactions, ensuring customer satisfaction. Both roles require strong communication skills but differ in scope and responsibilities.

What skills do complaint managers need?

Complaint managers need strong communication and interpersonal skills to effectively address customer issues. They should have problem-solving abilities, attention to detail, and proficiency with customer service tools or CRM systems. Additionally, skills in conflict resolution and the ability to work under pressure are important for managing complaints efficiently.
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What are the most commonly searched types of Complaint jobs?

The most popular types of Complaint jobs are:

What states have the most Complaint Manager jobs?

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Complaint Manager jobs near you
Infographic showing various Complaint Manager job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $61,351 per year, or $29.5 per hour.

Analyst I, Complaint Investigation

Becton, Dickinson and Company

Covington, GA • On-site

Full-time

Re-posted 6 days ago

BD rating

7.2

Company rating: 7.2 out of 10

Based on 142 frontline employees who took The Breakroom Quiz

324th of 494 rated machine equipment manufacturers

Job description

We are the people who give possibilities purpose
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
Job Description
Position Summary
The Analyst I, Complaint Investigation specialist is responsible for investigating product complaints, conducting laboratory testing, analyzing technical data, and documenting investigation results to support product quality and regulatory compliance. This role partners closely with manufacturing sites, suppliers, Product Legal Manufacturer (PLM) teams, Quality Engineers, and other cross-functional stakeholders to identify root causes, resolve product quality issues, and ensure compliance with FDA, ISO, GMP, and GLP requirements.
The position requires strong attention to detail, effective problem-solving skills, and the ability to work collaboratively in both laboratory and office environments. The Complaint Investigation Specialist I is responsible for conducting and documenting comprehensive complaint investigations, including product testing, and effectively planning, organizing, and tracking all activities associated with complaint records. A strong commitment to quality and accuracy is essential to ensure the integrity, completeness, and regulatory compliance of complaint investigations.
Success in this role is driven by active in-office collaboration, enabling real-time engagement with experienced investigators, laboratory teams, and cross-functional partners to accelerate learning, enhance problem-solving capabilities, and support timely investigation outcomes. This onsite presence promotes knowledge sharing, team alignment, and contributions to both individual and departmental objectives.
Essential Responsibilities
  • Conduct complaint investigations for UCC products, including OEM-manufactured products, ensuring timely, thorough, and compliant resolution.
  • Perform laboratory testing and experiments in accordance with Good Manufacturing Practices (GMP), Good Laboratory Practices (GLP), and applicable quality system requirements.
  • Analyze complaint data, test results, and technical information to identify root causes and support evidence-based conclusions.
  • Document investigation activities, test results, and findings accurately and completely in accordance with FDA, ISO, and internal quality system requirements.
  • Manage assigned complaint investigation records and ensure timely progression and closure of investigations.
  • Provide technical support for product quality issues, including complaint evaluation, investigation, and escalation of reportable events in accordance with regulatory requirements.
  • Collaborate with manufacturing facilities, suppliers, Product Legal Manufacturer (PLM) teams, and Quality partners to support investigations and product quality improvements.
  • Prepare, operate, maintain, and troubleshoot laboratory equipment and testing instruments in a safe and compliant manner.
  • Communicate investigation findings, conclusions, and recommendations effectively to cross-functional teams and management.
  • Work safely within a biohazard laboratory environment while adhering to all safety policies and procedures.
  • Support continuous improvement initiatives and contribute to departmental objectives and quality system enhancements.
  • Maintain regular onsite presence to support laboratory activities, hands-on training, cross-functional collaboration, knowledge sharing, and timely issue resolution.
Minimum Qualifications
  • Bachelor's degree in a scientific, life sciences, engineering, or related technical discipline required.
  • 1-3 years of experience in a regulated industry (medical device, pharmaceutical, biotechnology, or similar); relevant co-op or internship experience will be considered.
  • Experience working with technical documentation, laboratory testing, data analysis, and quality system processes.
  • Working knowledge of FDA, ISO 13485, GMP, GLP, and complaint-handling requirements.
  • Proficiency in Microsoft Excel, including functions such as PivotTables, VLOOKUP/XLOOKUP, and basic data analysis tools.
  • Strong written and verbal communication skills.
  • Demonstrated ability to manage multiple priorities while maintaining a high degree of accuracy and attention to detail.
  • Applicants must be authorized to work for any employer in the United States. The company is not able to sponsor or take over sponsorship of an employment visa at this time.
Preferred Qualifications
  • Experience conducting complaint investigations within a medical device or pharmaceutical environment.
  • Laboratory testing experience, including sample preparation, test execution, and equipment operation.
  • Experience with root cause analysis methodologies and problem-solving tools (e.g., 5 Whys, Fishbone, CAPA, FMEA).
  • Knowledge of medical device manufacturing processes and product quality systems.
  • ASQ certification (CQE, CQA, CQM, or equivalent) preferred.
Knowledge, Skills, and Abilities
  • Working knowledge of medical device regulations and standards, including FDA, ISO 13485, Quality System Regulations (QSR), GMP, GLP, and applicable industry guidelines.
  • Strong laboratory and analytical skills, including hands-on experience with testing methods, instrumentation, and equipment troubleshooting.
  • Understanding of manufacturing processes and their impact on product quality and complaint investigation outcomes.
  • Ability to collect, interpret, and analyze technical data and draw sound, evidence-based conclusions.
  • Knowledge of engineering and scientific principles related to product evaluation, failure analysis, and root cause investigations.
  • Effective verbal and written communication skills, including the ability to present technical information to cross-functional audiences.
  • Strong technical writing skills with the ability to prepare clear, concise, and well-organized investigation reports and documentation.
  • Excellent organizational and time management skills, with the ability to prioritize competing demands and meet deadlines.
  • Ability to interpret and apply corporate, departmental, and regulatory requirements within a regulated environment.
  • Self-motivated and capable of working independently while also contributing effectively within a team environment.
  • Demonstrated critical thinking and sound judgment when evaluating complaints, investigation results, and potential regulatory impact.
  • Ability to recognize and appropriately escalate product quality concerns that may have regulatory, business, or patient safety implications.
Work Environment
  • Primarily office and laboratory-based environment.
  • Requires routine work within a laboratory setting, including potential exposure to biohazard materials while following established safety procedures.
  • Requires frequent use of laboratory equipment, testing instruments, and computer systems.
  • Regular onsite presence is required to support laboratory testing, investigator development, cross-functional collaboration, and timely complaint resolution.

#earlycareer
Why Join Us?
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you'll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
To learn more about BD visit https://bd.com/careers.
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.
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Primary Work Location
USA GA - Covington BMD
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About BD

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BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Industry

Medical equipment and supplies manufacturing and manufacturing

Company size

10,000+ Employees

Headquarters location

Franklin Lakes, NJ, US

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