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.