Metagenicsis one of the leading suppliers of Natural Medicines in Australia and New Zealand. You may know us by one of our market leading brand names including Metagenics, Inner Health, Ethical Nutrients and Endura. Metagenics believes in helping as many people as possible live happier, healthier lives through the life-changing power of nutrition. Additionally, we are proudly BCorp Certified- a demonstrated commitment to balancing people, planet and profit by meeting the highest global standards of social and environmental performance & legal accountability.

We are recruiting a permanent fulltime Quality Assurance Officer to join our friendly, skilled, and professional team based at our Asia Pacific Head Office in Northgate, Brisbane.

Reporting to the QA Team Leader- This role sits at the heart of ensuring the quality, safety, and compliance of our products. The Quality Assurance Officer is responsible for managing customer complaints, supporting product rework and reprocessing activities, maintaining calibration compliance, and participating in internal audit programs to ensure adherence to Good Manufacturing Practice (GMP) and quality standards. Working closely with cross-functional teams including Manufacturing, Quality Control, Regulatory Affairs, Planning, Warehouse, and Technical Services, this role investigates quality issues, identifies root causes, drives corrective and preventive actions, and supports continuous improvement across the Quality Management System.

Key Responsibilities include;

1. Customer complaints management

- Receive, review, log, investigate, and coordinate customer complaints in accordance with approved company procedures and applicable GMP requirements.
- Ensure complaint investigations are accurate, objective, scientifically justified, and completed within required timelines.
- Liaise with Manufacturing, Quality Control, Planning, Warehouse, Regulatory Affairs, Technical, and other relevant stakeholders to determine root cause and appropriate corrective and preventive actions.
- Assess complaint information for potential quality, safety, labelling, packaging, stability, or manufacturing implications and elevate significant issues promptly to the Quality Assurance Manager.
- Maintain complete, accurate, and audit-ready complaint records, including investigation outcomes, supporting evidence, CAPA references, customer responses, and closure approvals.
- Trend and analyse complaint data to identify recurring issues, emerging risks,



and opportunities for continuous improvement.
- Prepare complaint reports, metrics, and summaries for management review, quality review meetings, audits, and inspections as required.

2. Rework and reprocessing of products

- Raise, coordinate, and track approved product rework and reprocessing activities in accordance with company procedures, GMP requirements, and quality approvals.
- Collaborate with the Planning team and relevant manufacturing personnel to align approved rework activities with manufacturing schedules and resource availability.
- Ensure rework instructions, records, approvals, reconciliation, and supporting documentation are complete before, during, and after execution.
- Monitor rework activities to ensure any deviations, unexpected results, or quality risks are escalated and addressed prior to product disposition.

3. Calibration compliance

- Review, check, and sign off internal and external calibration records for manufacturing equipment as part of Quality approval.
- Confirm that calibration parameters meet acceptance criteria and that any deviations, errors, missed calibrations, or out-of-tolerance results have been appropriately investigated, justified, and approved by the Quality Assurance Manager or authorised delegate.
- Review the calibration register at the scheduled frequency and notify the nominated Maintenance Officer of upcoming calibrations, overdue calibrations, or potential compliance risks.
- Allocate new calibration identification numbers or CI numbers for equipment as required and maintain appropriate traceability in the register.

4. Internal audits

- Participate in the planning, conduct, documentation, and follow-up of internal audits in accordance with the approved audit schedule and company procedures.
- Review audit evidence, document observations and findings, and assist with the assessment of risk, root cause, corrective action, and preventive action.
- Support inspection readiness by maintaining accurate records and assisting during customer, regulatory, supplier, or certification audits as required.

5. General Quality Assurance support

- Maintain quality records, registers,



and supporting documentation in a complete, accurate, legible, traceable, and audit-ready state.
- Support continuous improvement initiatives within the Quality Management System, including complaint trending, CAPA follow-up, audit action tracking, and calibration compliance monitoring.
- Comply with all applicable GMP, workplace health and safety, data integrity, confidentiality, and company procedural requirements.
- Perform any other reasonable quality-related duties as assigned by the Quality Assurance Manager.

Skills and experience:

- Qualification in pharmaceutical science, chemistry, biological science, quality assurance, engineering, or a related discipline is desirable.
- Experience in a pharmaceutical, complementary medicine, medical device, food, or other regulated manufacturing environment is preferred.
- Working knowledge of GMP, documentation practices, complaint handling, CAPA, internal audits, calibration control, and quality risk management is desirable.
- Experience using quality management systems, registers, spreadsheets, and document control systems is advantageous.
- Strong attention to detail and commitment to accurate documentation.
- Sound investigation, analytical, problem-solving, and root cause analysis skills.
- Ability to prioritise workload and meet quality system timelines.
- Effective communication and stakeholder coordination skills.
- Ability to work independently while escalating quality risks appropriately.
- Commitment to product quality, patient safety, compliance, and continuous improvement.

Job advantages and perks

- Eligible to receive a Company Bonus paid once annually
- Heavily discounted product for yourself and family to purchase, with complimentary product available in the office
- Access to Employee Assistance Program for yourself and family
- Free onsite parking
- Access to Perkbox, an employee benefits and discounts provider of major brands, as well as onsite Yoga, Ping Pong and Art Classes

As we sharpen our strategy to grow, we are seeking a QA Officer with a positive attitude, fantastic attention to detail and the ability to independently set and action priorities. In return, you can expect to enjoy a rewarding team and company culture with relevant recognition and development opportunities.

If you want to work in a mission-driven organisation and contribute to helping people live happier, healthier lives, then we’d love to hear from you.

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📌 Quality Assurance Officer (Queensland)
🏢 Metagenics
📍 Queensland