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Title:  Senior Data Analyst, Complaints and Product Analysis

Requisition ID:  59835
Date:  Feb 4, 2023

Scottsdale, Arizona, US

Department:  Quality



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

In this role, Data Analysis for the CM/Med Device complaints and Product analysis team will support the complaint handling program for the entire CM/Med Device business unit.  This will include the aggregation, analysis, and presentation of complaint data for the purposes of meeting regulatory obligations and providing business critical data on the performance of West’s products in the field. This role will be looked to the as the expert for retrieval of data, statistical analysis, data review, and data trending for complaints across CM/Med Device. This position will lead the development and deployment of standard KPI measures, product performance metrics, and complaint trending analysis for CM/Med Device Sites.  Additionally, This role will also help manage and maintain the complaint systems and infrastructure needed to facility the collection of complaint data; and will lead projects to improve the methods and processes by which data is gathered and analyzed.



Essential Duties and Responsibilities:

  • Lead the management and maintenance of complaint data across CM/Med device.
  • Ensure that the necessary data to measure and assess complaint processes is accurately gathered and reported
  • Ensure that the necessary trending and analysis is performed to meet regulatory obligations.  
  • Work cross functionally to supply complaint data and trending to manufacturing sites, as well as to other functional groups and stake holders.
  • Create harmonized methods to assess, measure and communicate the complaint data and trending across the CM/Med device organization.
  • Work with leadership and other business leaders to identify opportunities for improvement.
  • Create reports for internal teams and/or external customers.
  • Collaborate with team members to collect and analyze data.
  • Use graphs, infographics and other methods to visualize data. (Power BI, spotfire, or other data management system)
  • Structure large data sets to find usable information.
  • Crate presentations and reports based on recommendations and findings.
  • Manage or contribute to both corporate and facility driven initiatives intended to meet defined objectives.
  • May coordinate the activities of one or more exempt and/or non-exempt employees.
  • All other duties as required.


Basic Qualifications: 

  • Bachelor’s degree in Computer Science, Science, Engineering, Data Analytics or related field
  • Experience: 5-7 years


Preferred Knowledge, Skills and Abilities:

  • Strong organizational, computer and communication skills
  • High proficiency in Excel, creating dashboards and graphs
  • Minimum of 3-5 years’ experience in pharmaceutical or medical device environment; minimum 2 years’ experience in a Quality role or Data Analytics; ASQ CQE certification desirable.
  • Knowledge of quality processes such as CAPA, complaint management, risk management, root cause analysis, statistical sampling plans, FMEA/Fault Tree Analysis, Design Optimization using DOE, Hardware Reliability, and Software Reliability.
  • Knowledge of ISO 9001:2008, ISO 13485, 21 CFR 820, 21 CFR 803, 21 CFR 210 & 211, cGMP, cGLP
  • Ability to work independently and in a team environment.
  • Demonstrate innovativeness in tactical matters relating to proposing alternate solutions for process improvement.
  • Experience in FDA regulated environment, pertinent to ISO 13485 is preferred.
  • Experience with SAP is preferred
  • Preferred experience with Power BI and Master Control
  • Support and contribute in Lean Sigma programs and activities towards delivery of the set target
  • Able to comply with the company’s safety policy at all times.
  • Able to comply with the company’s quality policy at all times.


Travel Requirements:

  • 15-20% travel may be required


Physical & Mental Requirements:

  • Work in a manufacturing environment, subject to heat and cold as well as loud noise
  • Work in an office environment. At times must sit for extended periods of time
  • Ability to effectively communicate and comprehend complex ideas and concepts
  • Use written and oral communication skills
  • Read and interpret data, information and documents
  • Must maintain the ability to work well with others in a variety of situations
  • Must be able to multi-task, work under time constraints, problem solve, and prioritize
  • Ability to make independent and sound judgments
  • Observe and interpret situations, analyze and solve problems
  • Adaptable to changes in the work environment, manage competing demands and deal with frequent change, delays or unexpected events.
  • Maintain high attention to detail, accuracy, and overall quality of work.
  • Effectively communicate and interface with various levels internally and with customers.
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description







West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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