Apply now »

Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, 

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Alicante, Spain

In-Market Quality Manager

Purpose of the Job

The In-Market Quality Manager serves as the regional face of Quality for the region, acting as the primary connection between customers, markets, operational sites and global functions.

The role represents the Voice of the Customer and Voice of the Market within Sonova, ensuring that quality concerns, customer feedback, emerging issues and major incidents are effectively communicated, escalated and translated into coordinated action.

The In-Market Quality Manager drives alignment between Group Companies, operational sites, key accounts, global QARA and HQ functions, ensuring rapid response to quality issues and effective execution of hypercare activities.

The role complements Post Market Surveillance by providing qualitative customer and market perspectives, while ensuring quality activities within the region are effectively coordinated and executed.

 

Tasks & Responsibilities

Regional Quality Leadership & Voice of Customer

  • Act as the primary Quality representative for the region.
  • Represent customer and market quality concerns within Sonova.
  • Bring qualitative customer and field insights into quality decision-making.
  • Provide regional quality visibility and ensure alignment between local and global stakeholders.
  • Ensure markets remain informed regarding quality investigations, corrective actions and major quality initiatives.
  • Support leadership teams with market quality insights and recommendations.
  • Provide local business and sales team with product performance, quality and reliability insights relevant to their markets

Key Account & Customer Quality Management

  • Serve as quality business partner for customers and key accounts.
  • Support customer escalations related to product and service quality.
  • Coordinate quality communication between customers, GCs, operational sites, global QARA team (QA-Ops, Supplier Quality, Quality ME) and HQ.
  • Participate in customer visits, quality reviews and business reviews.
  • Support recovery activities following major quality events.
  • Build and maintain trusted relationships with key customers and commercial stakeholders.

Hypercare & Major Issue Management

  • Own the hypercare process for the region, coordinating regional execution of its activities.
  • Coordinate regional execution of hypercare activities.
  • Coordinate customer-facing quality events.
  • Act as the central quality contact for the region in hypercare environments.
  • Coordinate communication between impacted markets, operational sites and global functions.
  • Monitor issue impact, customer impact and effectiveness of mitigations.
  • Support issue escalation and prioritization processes.
  • Track action items and ensure timely follow-up and closure.

Market Quality Governance & Coordination

  • Drive effective collaboration between GCs, global QARA, operational sites and HQ functions (QACE & Reliability).
  • Identify process gaps, bottlenecks and quality risks.
  • Support implementation of global quality processes, standards and initiatives.
  • Facilitate cross-functional problem solving across Quality, Operations, Commercial, Customer Experience and R&D organizations.
  • Ensure alignment of quality activities across the region.

Continuous Improvement & CAPA

  • Support identification and prioritization of systemic quality issues.
  • Initiate, sponsor or coordinate CAPAs arising from market feedback and quality events where appropriate.
  • Ensure customer and market perspectives are incorporated into corrective actions.
  • Support effectiveness verification of implemented improvements.
  • Partner with DQA and Reliability to ensure field observations, complaint trends, customer feedback and emerging product risks are translated into product improvements, risk assessments and design enhancements

 

Requirements

  • Degree in Engineering, Quality Management, Life Sciences, Business or related field
  • Quality management, medical device or customer excellence related certifications
  • 5+ years in customer quality, field quality, customer experience or equivalent customer-facing technical roles
  • High ownership and accountability
  • Customer-focused, pragmatic, resilient
  • Outstanding stakeholder mgmt.
  • Ability to lead cross-functional initiatives
  • Strong facilitation and coordination skills

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Recruitment Fraud Warning

We have become aware of fraudulent recruitment activities in which individuals falsely claim to represent Sonova or recruitment agencies acting on our behalf. These individuals may contact potential candidates by email, messaging services or other channels and may offer employment opportunities or recruitment-related services, such as CV preparation or review, in exchange for payment.

Sonova will never ask candidates to pay fees or make payments as part of our recruitment process. We also do not require candidates to purchase recruitment, CV preparation, training or similar services as a condition of applying for or obtaining employment with us.

Please exercise caution if you receive an unsolicited communication claiming to relate to a vacancy at Sonova, particularly if it requests payment, financial information or other sensitive personal information.

If you are uncertain whether a recruitment communication is genuine, please verify the vacancy through our official careers page or contact us through the contact details published on our website.

Sonova accepts no responsibility for fraudulent communications or transactions made by individuals or organisations falsely claiming to represent us.
165696

Apply now »