Customer Quality Specialist

IRCA Group, an Advent portfolio company, was founded in Italy in 1919, and it is a leading international B2B provider of high‑quality semi‑finished ingredients such as chocolate, decorations, creams, inclusions, nuts and pistachios, pastry mixes, gelato ingredients, and other essential solutions for industrial clients or other independent artisanal producers.

With more than 2.400 employees, 22 production facilities worldwide, and €1.3 billion in revenues, IRCA Group has a solid track record of growth and international expansion.

What do we offer

An international and inclusive environment, with opportunities to work on global projects and collaborate with colleagues worldwide

Career growth opportunities, including possibilities abroad

Meal vouchers (€8 for each day spent in the office)

Health insurance coverage as per national labor contract

Free company parking

Company laptop

The role
We are seeking a Customer Quality Specialist to join the plant Quality function, supporting the Plant Quality Manager of the production site in the implementation and maintenance of the Quality and Food Safety Management System. The role will focus on customer complaint management and non‑conformity oversight, ensuring full compliance of products, processes, and raw materials with applicable regulations, internal standards, and certification requirements.

What will you do

Manage customer complaints end to end, including intake, timely first follow‑up within the working day, and ongoing coordination until closure

Perform root cause analysis and define corrective and preventive actions (CAPA), coordinating cross‑functional teams when required to eliminate identified issues

Oversee non‑conformity management, ensuring effective implementation, documentation, and follow‑up of corrective and preventive actions

Prepare clear and structured internal reports and customer‑facing reports related to complaints, investigations, and resolutions

Monitor, analyze, and regularly update customer complaint KPIs to support performance tracking and continuous improvement

Act as the primary point of contact for key customers, ensuring effective and professional communication on quality matters

Manage customer communications in case of product recall, including email exchanges, contact retrieval, and continuous update of involved customer records

Support documentation management and ensure full traceability of customer communications, especially in critical quality situations

Support the management and maintenance of the Quality and Food Safety Management System, including HACCP and GMP requirements

Contribute to product traceability and recall readiness activities in line with food safety regulations and internal standards

Collaborate on continuous improvement initiatives aimed at strengthening the effectiveness and robustness of the Quality and Food Safety system

Requirements

Education:

Degree in Food Science & Technology or related fields

Professional skills:
Knowledge of HACCP principles; understanding of food quality and safety requirements within food manufacturing environments; ability to manage quality‑related activities and customer interactions

Experience:

At least 1+ years of experience in a similar role

Language skills:
Proficiency in Italian and English is mandatory. Additional language skills are a plus

Computer skills:
Proficiency in Microsoft Office Suite

Behavioural requirements:
Strong analytical and problem‑solving skills; team‑oriented mindset with a proactive approach to customer relationship management; high level of accuracy, autonomy, and result orientation

Location:

Gallarate (VA): we are looking for 2 of these positions in Gallarate, one related to the plants of GB1 and GB2 (industrial area of Gallarate) and the other one for the Orsini Plant (the historical production site, in the city center)

Working hours:

Full time, 40 h/week, from Monday to Friday

Contract:

CCNL Alimentare Industria

IRCA fosters a dynamic environment, valuing different perspectives and international experiences, offering a stimulating context. We promote professional growth and career opportunities locally and internationally. With locations worldwide, we offer the…