Head of Global Complaints, Product Quality Risk

**Date**:Jul 11, 2025

**Department**:Corporate Quality Operations

**Job Type**:Direct Employee

**Business Area**:Quality

**Contract Type**:Permanent

**Location**:Parma, IT / Blois, FR, IT

**_About us_**
- Based in Parma, Italy, Chiesi is an international research-focused pharmaceutical and healthcare group with over 85 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group researches, develops and markets innovative drugs in its main therapeutic areas**:Discover more here**
- We are proud to be the largest global pharmaceutical group to be awarded **B Corp Certification**, a recognition of **high social and environmental standards**. We are a **reliable** company that adopts and promotes a **transparent and ethical behavior** at all levels.
- We believe that the success of **Chiesi is built and shaped by our people and our strong set of shared Values and Behaviors**. Our people make a critical difference to our success, which is why it is vital that we attract and retain the right talent who will continue to enrich our culture by living and breathing our values and behaviors.
- We are committed to **embrace diversity, inclusion and equal opportunities.** In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities.

**_Chiesi Global Manufacturing Division_**
- Chiesi Group has three production plants:
**Parma** (Italy), the strategic hub for the production and distribution of our products, serving as an international supply center with exports to over 80 countries. Here, solid medicines such as tablets and dry powders for inhalers, solutions and suspensions for inhalations and sterile suspension vials for endotracheal administration are produced.
- In 2024, a new **Biotech Centre of Excellence** has launched in Parma. The new facility is dedicated to developing and producing monoclonal antibodies, enzymes, and other proteins.

**Blois-La Chaussée Saint Victor plant** (France), a center of excellence specializing in the production of Dry Powder Inhalers and Metered Dose Inhalers (MDIs). The site manages direct distribution to customers in the French market and exports to other markets, effectively meeting both local and international needs.

**Santana de Parnaiba** (Brazil), specialized in the production of pressurized solutions and suspensions for inhalation therapy (pMDIs). Additionally, it has an area dedicated to nasal sprays for the European market. Santana produces pressurised solutions and suspensions for inhalation therapy (MDI).
- In 2025, a new investment in **Nerviano** (Italy) has been announced with the construction of a new facility which will be primarily dedicated to manufacturing carbon mínimal inhalers (reinforcing the company’s commitment to both patients’ health and sustainable healthcare solutions), dry powder inhalers and sterile biological products.

**Purpose**
- This position plays a crucial role in ensuring the highest standards of product quality and customer satisfaction across all production sites, subsidiaries, and partners.
A small global team reports to this role.**Main Responsibilities**
- 1. Global Complaints Management:
- Leads the global strategy for handling product complaints, ensuring timely and effective resolution.
- Develops and implement standardized processes for complaint intake, investigation, and resolution. Ensure a suitable escalation process is in place and is effective
Monitors and analyzes complaint data to identify trends and areas for improvement.
- 2.Escalation Process Coordination (GIRC):
- Coordinates the Global Incident Response Committee (GIRC) process, ensuring that all escalations are managed efficiently and effectively.
- Serves as the primary point of contact for escalations, facilitating communication between relevant stakeholders.
Ensurs that all escalations are documented, tracked, and resolved in accordance with company policies and regulatory requirements.
- 3.Quality Risk Management:
- Owns and oversees the global quality risk management program, aimed at identifying and mitigating potential risks to product quality - in alignment with the Chiesi Risk Management process.
- Develops and implement risk management strategies and processes.
- Collaborates with cross-functional teams to ensure that quality risks are identified, assessed, and managed throughout the product lifecycle.
- Ensures a product quality risk management outcome is reviewed on a regular basis by senior management (eg via Quality Council meetings or Risk Review Board meetings) and adequate improvement actions are defined as applicable
- 4.Influence and Collaboration:
- Works closely, together with the Head of Global Complaints management, with production sites, subsidiaries, and partners and CM