Customer Quality Analyst

Job Description

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.

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 with accuracy, traceability, and appropriate confidentiality.

- Analyze and trend complaint trends; identify recurring issues, changes in performance, and data-quality gaps for manager review.

- Prepare controllable-incident decks for each site, ensuring source information is reconciled, categories are applied consistently, and key takeaways and follow-up owners are clear.

- Support customer quality reviews by preparing accurate summaries, charts, and evidence packages for 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 rather than asserting unverified causes.

- Identify opportunities to improve reporting, data definitions, and workflow automation; document methods so recurring reports can be refreshed consistently.

Qualifications (Education / Experience / Skills)

- Bachelors 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; food-manufacturing experience preferred.

- Strong Excel and data-analysis skills; experience with dashboard or visualization tools and routine KPI reporting preferred.

- Detail-oriented, organized, and able to manage multiple investigations and reporting deadlines while preserving data integrity.

- Clear written communication and ability to explain trends to both technical and nontechnical audiences.

Success Measures

- Complaint records are complete, timely, and traceable, with investigation actions and status visible.

- Site controllable-incident decks and KPI reporting are delivered accurately and on schedule.

- Analysis identifies meaningful trends and data issues without overstating causality.

As a Leader Within the Kettle Cuisine Team, You Are Expected To

- Model and support Kettle Cuisines 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.

Required Attributes

- Self-directed, with high integrity and sound judgment.

- Positive, collaborative, and able to build strong relationships with internal and external stakeholders.

- Organized and 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.