Quality Assistant - Consumer Complaints

About the role

This Quality Assistant position handles consumer complaints and supports investigations and risk management within the quality system. It reports to the Q&FS manager and works closely with site operations, supply chain, R&D, regulatory affairs and the regional Q&FS team.

Key responsibilities

• Manage end-to-end consumer complaints: record, classify and close them accurately and on time, monitor trends and coordinate sample collection and investigations.
• Take part in investigations using tools such as 5 Whys and Fishbone, define, implement and verify CAPAs with cross-functional teams.
• Assess complaint severity and recurrence, escalate high-risk issues and support risk mitigation within the quality system.
• Analyse complaint data, prepare regular reports and dashboards for site leadership and support data-driven decisions.
• Support continuous improvement projects aimed at reducing complaints and improving product quality.
• Ensure complaint processes comply with QMS, regulatory and company requirements, keep documentation accurate and support internal and external audits.

Required profile

• Bachelor's degree in Food Science, Microbiology, Quality Management or a related field (preferred).
• 1-3 years of experience in quality, food safety or complaint handling in manufacturing or FMCG (preferred).
• Basic understanding of QMS, HACCP and food safety standards.
• Able to read and interpret English-based quality systems and procedures; basic English communication is sufficient, fluency not mandatory.

Required skills

• Data analysis and reporting (Excel, basic dashboards)
• Root cause analysis tools (5 Whys, Fishbone)
• Strong analytical thinking, attention to detail, communication and collaboration skills