.SIG is a leading packaging solutions provider for a more sustainable world. With our unique portfolio of aseptic carton, bag-in-box, and spouted pouch we work in partnership with our customers to bring food and beverage products to consumers around the world in a safe, sustainable and affordable way. Our technology and outstanding innovation capabilities enable us to provide our customers with end-to-end solutions for differentiated products, smarter factories and connected packs, all to address the ever-changing needs of consumers. Sustainability is integral to our business and we are going Way Beyond Good to create a net positive food packaging system.Founded in 1853, SIG is headquartered in Neuhausen, Switzerland. The skills and experience of our approximately 8,100 employees worldwide enable us to respond quickly and effectively to the needs of our customers in over 100 countries. In 2021, SIG produced 45 billion packs and generated €2.5 billion in revenue (incl. Scholle IPN unaudited revenue). SIG has an AA ESG rating by MSCI, a 13.4 (low risk) score by Sustainalytics and a Platinum CSR rating by EcoVadis.ARE YOU OUR NEXT GENERATION OF TALENT?YOU MAY BE OUR NEW CUSTOMER QUALITY ANALYST (Querétaro)SUMMARY:Be the initial contact for handling customer complaints and support the handling of nonconformities in order to ensure customer satisfaction. Control the ICCM SIG process by entering data into the SAP system and critically analyzing customer events to generate KPIs related to the customer management area. Make technical visits to customers as needed.KEY RESPONSIBILITIES:Assist and support customers in management of non-conformities (RNC) identified in clients directly related to the factory (QA) and the process area (QE), according to the SIG ICCM process.Analyze and organize the preliminary information of the customer's complaints and/or requests, aiming at the effectiveness of the negotiations and the return within the expected lead time.Organize information regarding customer complaints and compile Quality performance indicators related to customer management and generate highly reliable information for decision making.Communicate with the internal areas regarding occurrences involving external customers (requests, complaints, NPS) according to the SIG process, aiming to guarantee the best performance and customer satisfaction.Support the satisfaction survey of external customers and carry out actions aimed at continuous improvement of the customer service process, as well as presenting results, improvements and data, with the aim of strengthening relationships with customers and increasing the level of satisfaction (NPS).Management of customer requirements as documentation, audits, visits, self-assessments and qualification projects.Carry out the correct flow of return processes and follow-up in credit notes, following the SIG protocols.Communicate to clients about any SIG needs (claims, documents and information)