QMS Officer

To be responsible for the control and maintenance of the Quality Management System (QMS), ensuring compliance with regulatory requirements including managing the Customer Complaints process across all sites, both local and international.


Key Responsibilities

To oversee the management and maintenance of the QMS system and Customer Complaints process, including regulatory updates

▪ To Investigate complaints with Root Cause Analysis and product quality impact reports

▪ To ensure the timely closure of CAPAs, Change Controls, Deviations and Customer Complaints

▪ To provide guidance to the owners of outstanding QMS actions and to identify and escalate any knowledge gaps which are contributing to delays in closing actions

▪ To support QC, QA and Production departments by identifying and communication solutions for quality related issues

▪ To write Standard Operating Procedures and maintain updated Standard Operating Procedures.

▪ To review decisions for investigating product complaints, and review and approve the findings and follow-up action of any investigation performed.

▪ To assist in Quality KPI's to monitor quality performance across the business.

▪ To act as support and cover for the QA QMS operations

▪ Trend customer complaints from across the Nelsons business and prepare data & KPI’s for presentation at management review, ensuring adverse trends are escalated.



Educated to degree level in a scientific or life science subject 


Experience and Skills


▪ Relevant QMS experience, ideally within a food or healthcare manufacturing and distribution company

▪ Experience of QMS maintenance and development.

▪ Knowledge and practical experience of Good Manufacturing Practice (GMP), Good Distribution Practice (GDP), Good Laboratory Practice (GLP).

▪ Numerical, analytical & investigative skills

▪ Strong interpersonal and communication skills

▪ Ability to work accurately, with attention to detail

▪ Ability to prioritise and deal effectively with a varied workload

▪ Strong communication skills, both verbal and written



▪ Customer complaints process with the healthcare manufacturing industry

▪ Experience supporting with internal audits,

▪ Experience with external audits ideally FDA and MHRA

▪ Experience of herbal/ homeopathic product manufacturing

▪ Strong Excel skills 



▪ Team player

▪ Flexible approach to work and tasks

▪ Approachable and friendly

▪ Confidence to challenge results and performance

▪ Pro-active