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)

• 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; 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 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.

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.