Technical Quality Analyst
About The Position
The Technical Quality Analyst supports the technical quality team by providing information and documentation to internal and external customers, responding to quality-related customer requests, negotiating customer specifications, maintaining quality documentation, and facilitating resolution of quality issues. The role works with diverse stakeholders to align customer requirements with company standards and quality-related regulatory compliance. It is customer-facing and requires strong communication, attention to detail, and multitasking skills. The analyst provides and maintains product and compliance information, completes customer questionnaires, coordinates customer audits, manages quality information in customer portals, and issues or approves quality agreements, statements, guarantees, and certifications. The role also facilitates customer complaint and claim resolution, product returns and rejections, specification negotiations and changes, and customer change notifications. The analyst collaborates with Sales, Product Management, Science and Innovation, Technical Service, and Customer Service, provides backup for other Technical Quality team members, and documents internal metrics. Performance expectations include meeting service-level agreements, becoming an expert in assigned product lines, and performing, maintaining, and improving EHSQS standards and requirements. The employee is expected to participate in the company’s EHSQS program, including training and audits, and to report near misses or unsafe acts.
Requirements
- Four-year degree or relevant experience; a business- or science-related field of study is preferred.
- Three to five years of experience in customer service, manufacturing, or similar commercial functions.
- Experience with Microsoft Excel and Nitro or Adobe.
- Attention to detail.
- Problem-solving skills.
- Self-motivated.
- Able to work with internal functions to improve customer-facing team productivity while maintaining a positive attitude.
- Highly process-oriented and able to anticipate Technical Quality Manager needs and proactively adjust to meet them.
Nice To Haves
- Experience with SAP and Tate & Lyle contracting processes.
- Laboratory, GMP, HACCP, quality, or manufacturing-related experience.
- Knowledge of Tate & Lyle products and product applications.
- Experience with SharePoint, Salesforce, TraceGains, and SAP.
- A degree in a business- or science-related field of study.
Responsibilities
- Provide and maintain product information, including customer specifications, testing parameters, shelf life, nutritional data, MSDS, technical data, regulatory compliance, quality audits, and religious certifications.
- Complete customer questionnaires and surveys.
- Coordinate customer audits and facilitate the NDA process.
- Populate customer portal platforms with quality information.
- Issue or approve continuing guarantees, quality agreements, special customer quality or shipping requirements, and quality statements.
- Issue or approve quality certifications related to regulatory compliance, GMO status, and potential product impurities.
- Facilitate resolution of quality complaints with customers.
- Facilitate disposition of returned and rejected products.
- Review and facilitate customer claims related to quality complaints.
- Negotiate specification differences with customers.
- Approve process and product specification changes.
- Facilitate and review customer notifications for change management.
- Work with Sales, Product Management, Science and Innovation, Technical Service, and Customer Service on customer and product issues.
- Act as backup for other Technical Quality team members.
- Document internal metrics.
- Meet service-level agreements for portals, document or packet requests, metrics, and Customer Excellence.
- Become an expert in assigned product lines.
- Perform, maintain, and improve EHSQS standards and requirements; participate in the EHSQS program, including training and audits; and report near misses or unsafe acts.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision coverage.
- Paid time off, including vacation and sick time.
- 16 weeks of paid parental leave.
- 401(k) with company match.
- Company-paid life insurance.
- Lifestyle Spending Account.
- Identity Theft protection.
- Employee Assistance Program.
- Telemedicine.
- Employee Resource Groups (ERGs).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
