Customer Quality Analyst

Kettle Cuisine•Savage, MD

13d

About The Position

The Customer Quality Analyst manages complaint-program execution and provides reliable data, analysis, and reporting to support customer quality service and site improvement. The role maintains complaint and KPI information, identifies trends, prepares controllable-incident decks for each site, and equips the Customer Quality Manager and site teams with accurate, actionable insight. The analyst coordinates complaint investigations, maintains accurate and traceable records, and prepares summaries, charts, evidence packages, and recurring reports. The role also identifies potential relationships between complaints and relevant incidents, product or process changes, and shelf-life information when records are available, while flagging potential relationships for investigation rather than asserting unverified causes. The position supports improvements to reporting, data definitions, and workflow automation, and documents methods for consistent report refreshes. As a leader within the Kettle Cuisine team, the employee is expected to model and support the company’s Core Values and safety culture, develop individual team members and their careers, foster accountability and performance, drive quality assurance and continuous improvement, and plan work, track results, and resolve issues.

Requirements

Bachelor’s degree or associate degree in Data Analytics, Statistics, Food Science, Quality, Business, or a related field; equivalent relevant experience may be considered.
Two or more years of experience in quality, customer complaints, reporting, or analytical work.
Strong Excel and data-analysis skills.
Detail-oriented and organized, with the ability to manage multiple investigations and reporting deadlines while preserving data integrity.
Clear written communication skills and ability to explain trends to technical and nontechnical audiences.
Self-directed, with high integrity and sound judgment.
Positive and collaborative, with the ability to build strong relationships with internal and external stakeholders.
Able to manage priorities, projects, and metrics in a fast-paced environment.
Strong analytical, problem-solving, and communication skills appropriate to the role.
Willing to address difficult situations with patience and respect.
Able to provide after-hours support for critical issues when required by the role.
Enthusiastic about food and committed to safe, high-quality products.

Nice To Haves

Food-manufacturing experience.
Experience with dashboard or visualization tools and routine KPI reporting.

Responsibilities

Receive, document, categorize, and track customer complaints; coordinate investigation inputs, evidence, actions, and due dates with site and cross-functional owners.
Maintain complaint records and supporting information accurately, with traceability and appropriate confidentiality.
Analyze and trend complaint information; identify recurring issues, performance changes, and data-quality gaps for manager review.
Prepare controllable-incident decks for each site, reconciling source information, applying categories consistently, and clarifying key takeaways and follow-up owners.
Prepare accurate summaries, charts, and evidence packages for customer quality reviews in support of the Customer Quality Manager.
Cross-reference complaints and quality trends with relevant incidents, product or process changes, and shelf-life information when records are available; flag potential relationships for investigation without asserting unverified causes.
Identify opportunities to improve reporting, data definitions, and workflow automation; document methods so recurring reports can be refreshed consistently.
Model and support Kettle Cuisine’s Core Values and safety culture.
Develop individual team members and their careers; create a culture of accountability and performance.
Drive a focus on quality assurance and continuous improvement; plan work, track results, and resolve issues.