Market Quality Performance Analyst

Danone•Louisville, CO

1d•$65,000 - $94,000•Hybrid

About The Position

The Market Quality Performance Analyst works within Danone USA’s QFS department, providing subject matter expertise on product quality performance from manufacturing through consumer use. The role is critical to NORAM’s market quality programs and supports Customer & Consumer Quality functions, coordinating closely with the consumer connections team and contributing to the development and execution of the MQP strategy. As part of the MQP team, the Analyst focuses on Danone’s Consumer Complaint Management program and processes. The role ensures complaints are handled accurately and in accordance with the applicable procedure, supports effective investigations by maintaining complete complaint and traceability information, and serves as the business owner and subject matter expert for complaint management processes and systems. The position also supports Consumer Quality functions and contributes to continuous improvement of MQP strategy and team value. This is a hybrid role. Employees may work from home on a schedule agreed with their supervisor, but are expected to report to their assigned office at least three days per week to collaborate with stakeholders in Danone Hubs. The salary range is $65,000–$94,000 USD, with the exact offer dependent on relevant experience, geographic location, internal equity, and market conditions. The role also offers a performance-based bonus and a benefits package.

Requirements

College degree in science or a related field.
At least one year of work experience in quality in the CPG industry or Trade.
Detail-oriented, with the ability to accurately enter and manage data while following established processes.
Ability to create, analyze, and interpret complex data regarding consumer complaints.
Ability to learn new systems and processes quickly.
Team-oriented, with a focus on people and process to effectively drive results.
Excellent computer skills, including Veeva.
Creative thinker with a continuous improvement mindset.
Excellent written and verbal communication skills with audiences across multiple levels.
Adaptable and flexible.

Responsibilities

Ensure compliance with the Danone Consumer Complaint Management Procedure.
Ensure product quality complaints are accurately triaged, initiated, verified, investigated, reviewed, and closed in the Veeva Complaint Management module in accordance with the procedure.
Review complaint data for completeness of traceability information, manufacturing site allocation, evidence status, and complaint classification.
Route product quality complaints to appropriate stakeholders, including Manufacturing Sites, Co-Manufacturers, Supplier Quality, Supply Chain, Quality in Design, R&I, and other functions as required.
Monitor Foreign Objects management and tracking information, and request retrieval initiation when information is missing.
Monitor and review sensitive, alert, and health-related complaints to ensure information is accurate.
Initiate coaching tickets in Salesforce for complaints with identified errors or inaccuracies, such as incorrect classification, product information, manufacturing site, or traceability information.
Serve as the business owner and subject matter expert for complaint management processes and systems, including the Veeva Complaint Module, with working knowledge of Salesforce Service Cloud.
Partner with Consumer Services to support effective collection of consumer feedback, evidence, and traceability data for investigations.
Support Consumer Quality functions.
Contribute to MQP strategy development and improvement to drive team value.
Perform other duties as assigned.