1. Consumer Complaint Management

• Manage end-to-end consumer complaint handling in the system, ensuring timely and accurate recording, classification, and closure.
• Monitor complaint trends and ensure compliance with internal procedures and response timelines.
• Coordinate sample collection, investigation, and documentation for reported issues.
• Ensure proper communication and follow-up with relevant stakeholders.

2. Investigation & Root Cause Analysis

• Support and participate in investigations using structured problem-solving tools (e.g., 5 Whys, Fishbone).
• Collaborate with cross-functional teams (production, supply chain, QA, R&D) to identify root causes.
• Ensure corrective and preventive actions (CAPA) are defined, implemented, and verified for effectiveness.

3. Risk Assessment & Management

• Apply risk-based thinking to assess the severity and recurrence potential of complaints.
• Support risk identification and mitigation actions within the quality system.
• Escalate high-risk issues appropriately based on defined criteria.

4. Data Analysis & Reporting

• Analyze complaint data to identify trends, recurring issues, and improvement opportunities.
• Prepare regular reports and dashboards for site leadership.
• Maintain data accuracy and support data-driven decision-making.

5. Continuous Improvement

• Support continuous improvement projects related to product quality and consumer satisfaction.
• Identify opportunities to reduce complaints and improve processes.
• Participate in quality improvement initiatives aligned with site and regional Q&FS priorities.

6. Cross-Functional Collaboration

• Work closely with operations, supply chain, R&D, and other departments for effective issue resolution.
• Support training and awareness on complaint handling and quality standards.
• Act as a liaison between departments to ensure alignment on corrective actions.

7. Compliance & Documentation

• Ensure all complaint-related processes comply with QMS, regulatory, and company requirements.
• Maintain accurate documentation for traceability and audit readiness.
• Support internal and external audits related to complaint management.

This position description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and will be updated periodically and at the company’s discretion

Context and Scope

Complete how the job gets done and the way it operates

This position reports to the Q&FS manager.

The position maintains close relations with the following:

• Site Operations: Works closely with production teams to investigate complaint-related issues linked to manufacturing processes, equipment, or operator practices. Supports on-site verification, data collection, and validation of corrective actions to ensure issues are effectively addressed and do not reoccur.
• Site Supply Chain: Coordinates investigations related to raw materials, storage conditions, handling, and distribution. Assesses potential risks that may impact product quality during transportation or warehousing and supports corrective actions across the supply chain.
• R&D: Partners with R&D when complaints may be linked to product formulation, packaging design, or product performance. Provides consumer feedback and complaint trend insights to support product improvements and future development.
• Regulatory Affairs: Supports the evaluation of complaints with potential regulatory impact. Ensures that complaint handling, reporting, and documentation meet local and international regulatory requirements.
• FI & Region Q&FS team: Contributes complaint data and insights to site improvement initiatives. Participates in continuous improvement projects aimed at reducing defects, improving processes, and enhancing overall product quality and consumer satisfaction.

Job Specifications/Qualifications

State the minimum education, knowledge, skills and experience this position requires. State the physical

and/or mental requirements for the role (e.g., stand for x hours, lift x weight, concentration on repetitive

Tasks). Please distinguish any “preferred” qualifications.

Note: May differ from the current job holder’s own skills and experience.

1. Education & Professional Qualification

• Bachelor’s degree in Food Science, Microbiology, Quality Management, or related field (preferred).

2. Knowledge/Experience

·        Industry Experience:

• • 1–3 years of experience in quality, food safety, or complaint handling in manufacturing or FMCG (preferred).
  • Basic understanding of quality systems (QMS), HACCP, and food safety standards.
  • Familiarity with complaint management systems and data analysis tools (Excel).

·        Technical Skills:

• • Data analysis and reporting (Excel, basic dashboards).
  • Root cause analysis tools (5 Whys, Fishbone).
  • Documentation and system management.

·        Soft Skills:

• • Strong analytical thinking and attention to detail.
  • Good communication and collaboration skills.
  • Problem-solving mindset with a proactive approach.
  • Ability to manage multiple tasks and prioritize effectively.

• Language skills
• Able to read and interpret English-based quality systems, procedures, and technical standards used in daily work.
• Capable of using English in systems and simple communication with regional/global teams when required.
• Basic English communication skills are sufficient; fluency is not mandatory.

Key Supporting Competencies (4-6)

(Note: competencies selected should be job related)

•          Analytical Thinking: Ability to interpret complaint data, identify patterns, and connect issues across processes. Applies structured thinking to break down problems, evaluate evidence, and support fact-based decision-making during investigations and reporting.

•          Communication: Clearly conveys investigation findings, risks, and action plans to different stakeholders (e.g., operators, managers, customer service). Demonstrates the ability to translate technical quality issues into simple, actionable messages and ensures proper documentation in systems.

•          Collaboration: Works effectively across departments (production, QA, supply chain, R&D) to drive timely investigations and solutions. Build trust and maintain constructive working relationships to ensure alignment on root causes and corrective actions.

•          Accountability & Ownership: Takes responsibility for managing complaints end-to-end, ensuring timely closure and accuracy of data. Follow through on actions, escalates issues when needed, and ensures commitments are delivered.

•          Adaptability: Responds effectively to changing priorities, urgent complaints, and evolving business needs. Demonstrates flexibility in handling multiple cases while maintaining quality and compliance standards.