Product Quality Complaint Analyst (English & French)

About the role

Genpact is seeking a bilingual Product Quality Complaint Analyst to manage the end‑to‑end complaint lifecycle for its customers. The role requires fluency in English and French and a strong focus on data integrity, regulatory compliance, and customer satisfaction.

Key responsibilities

• Receive, log, and validate incoming quality complaints, ensuring all mandatory fields (sales district, manufacturing location, division, profit center, defect codes) are complete.
• Classify complaints by severity, product line, business group, and regulatory impact.
• Manage sample‑return and product‑return workflows according to customer SOPs.
• Process inter‑company complaints and coordinate resolution across internal business units.
• Communicate with customers throughout the complaint lifecycle and handle inbound quality calls.
• Process customer accommodations using correct adjustment codes and close complaints within strict cycle‑time targets.
• Support peripheral activities such as PLM, plant‑operations quality, and Supplier Corrective Action Requests (SCAR).
• Lead cross‑functional teams in resolving quality issues, product recalls, and non‑conforming materials while monitoring root causes.
• Maintain the division’s Quality Management System, own corrective and preventive actions, and drive supplier/outsource manufacturing quality improvements.
• Partner with manufacturing sites to promote operational quality excellence, risk mitigation, standardization, and continuous improvement.

Required profile

• Bilingual proficiency in English and French.
• Experience managing the full product quality complaint cycle.
• Strong attention to detail and ability to ensure data integrity.
• Excellent communication skills for customer interaction and internal coordination.
• Knowledge of regulatory requirements and quality management systems.

Required skills

What we offer

• Opportunity to work in a fast‑moving, technology‑driven environment.
• Exposure to AI and digital innovation initiatives.
• Collaboration with global teams across multiple industries.