Responsible for managing the quality-related aspects of customer accounts. The Quality Specialist oversees complaint management, aseptic commissioning on new lines, customer documentation, and food safety audits. By providing dedicated support to a group of accounts, the Quality Specialist ensures effective incident follow-up, containment actions, defect delimitation, nonconforming product disposition, and root cause analysis. The Quality Specialist serves as a Single Point of Contact (SPOC) and acts as an interface among customers, management, quality and production teams, service, sales, global engineering, global quality, and sleeve manufacturing plants. The role focuses on enhancing customer satisfaction and improving NPS (Net Promoter Score) by designing and implementing improvement plans based on customer feedback.
Key job functionsComplaint Management: Manage and oversee the complaint management process for QA, QC, QD and QE, ensuring timely resolution within 21 working days. Coordinate with relevant teams and complaint owners to investigate complaints, implement corrective actions, and communicate the outcomes to customers.Aseptic Commissioning: Provide expertise and support in aseptic commissioning activities for new line installations. Ensure compliance with quality standards, perform assessments, and address any quality issues or concerns during the aseptic commissioning process, the aseptic trials, and customer aseptic release of the line.Customer Documentation: Collaborate with customers to ensure accurate and up-to-date documentation, including quality agreements, technical specifications, and other required customer-specific documents.Food Safety Audits: Conduct food safety audits, including aseptic assessments and package integrity evaluations. Perform audits upon customer demand, charging a fee per event. Identify potential risks, recommend improvements, and ensure compliance with food safety standards.Stream Revenues: Generate additional revenue streams by conducting food safety audits based on customer requests. Establish pricing and billing procedures for audit services rendered.KPI Monitoring: Monitor and track key performance indicators (KPIs) related to complaint management from Global Quality Performance Indicators in Qlikview.Customer Satisfaction Enhancement: Act as a dedicated quality representative for a group of accounts, allowing for better incident follow-up and resolution. Collaborate with initiatives for improving NPS scores led by PQR Plant Quality Team.Interface and Collaboration: Serve as a central point of contact and interface among customers, management, quality and production teams, service, sales, global engineering, global quality, and sleeve manufacturing plants. Facilitate effective communication, coordination, and resolution of quality-related issues.Continuous Improvement: Identify areas for process improvement, implement best practices, and drive continuous improvement initiatives related to quality and customer satisfaction. Collaborate with cross-functional teams to enhance overall quality performance.RequirementsAdvanced English (Must)Microsoft Office (Excel, PowerPoint, Word)Packaging industry or aseptic manufacturing experience6-10 years of experience in the areaAble to travel (Must)Food science engineering or microbiology experience (Preferable)We are looking for people who are willing to consistently achieve results, even in difficult circumstances, and who create a climate in which everyone is motivated to do their best and help the organization achieve its goals. If you actively seek new ways to grow and be challenged, if you develop people to achieve both their professional goals and those of the organization, SIG is the place for you.
SIG is the place for you to build something amazing. We offer competitive compensation and the opportunity to work partially from home. If you join us, you'll be part of a globally successful, international company that leads its industry in sustainability, technology, and more. We see ourselves as a career launch pad, a place to develop quickly with real work experience and real opportunities to gain skills. You will be part of a highly motivated and dynamic team, with opportunities for personal development, training, and coaching from senior team members. If you demonstrate an aptitude and willingness to learn, we will support you all the way.
About SIGSIG is a leading provider of packaging systems and solutions for the better. We work in partnership with our customers to get food products to consumers around the world in a safe, sustainable, and affordable way. We are the only packaging systems provider that spans carton, pouch, and bag-in-box. Our versatile technology and product innovation capabilities enable us to deliver better products to customers, consumers, and the world. Sustainability guides us, technology empowers us, but it is the passion and drive of our people that truly enables us to deliver better results. Founded in 1853, SIG is headquartered in Neuhausen, Switzerland, and is listed on the SIX Swiss Exchange.
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