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 ToModel 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.