Job Purpose

To ensure that the MPM global Quality processes are followed, ensuring food safety and food quality standards are adhered to. Key contact for factory and 3^rd party liaison for complaints. Promoting corporate values and continuous improvement on all elements.

Key Responsibilities

Ownership

• Complaints Ownership
• Log all global quality complaints.
• Lead complaints investigations through to resolution and root cause analysis. Liaise internally with key stakeholders as required.
• Escalate non-compliance & quality performance issues with line manager and suppliers.
• Review and actively manage trends within complaints, working with the manufacturers to drive complaints trends and CPMU down in a complaints reduction plan, ensuring suppliers are working to MPM complaints requirements.
• Support colleagues globally to assist in timely resolution or to support queries as required within their markets. Flexibility may be required at times to support meetings.

Compliance & Quality

• Ensuring suppliers and manufacturing sites are consistently meeting quality and compliance requirements for MPM.
• Raise any issues of concern from a quality or compliance concern from manufacturing and supplier sites that puts the product at risk.
• Populate and Process Compliance data as required
• Work with Quality & Compliance technologist to continue to develop standardisation across factories and products globally ensuring this is practiced by all suppliers.
• Build and maintain relationships with suppliers including manufacturers and warehouses.

Product Testing

• Lab testing – sending samples and logging/saving data collection. Save and file the results of external QC laboratories.
• Support the Quality product testing program for the business and keep track of testing and rotation.

• Liaise with third-party laboratories and advise on priorities and tasks, provide supporting information & data as required.
• Support Q&C Technologist in ensuring quality checks are carried out on Existing Product Development (EPD) & New Product Development (NPD), giving support to the Innovation teams in their various projects.

• Ensure that samples from all factories are sent for quality, legal compliance and food safety testing.
• Key liaison between factories and testing houses to ensure the process is adhered to or to define and improve current ways of working.

Reporting

• Prepare monthly KPI reports on complaints for board reports.
• Prepare ad hoc reports as required for supplier review meetings, internal reference and complaints.
• Support with product data in software systems

Traceability/Recalls

• Assist in ensuring successful completion of regular traceability and mock recall exercises with the suppliers to ensure compliance with required standards.
• Assist in traceability processes in the event of an issue identified.

Deputy

• Assist with artwork sign offs where required

• Assist in completion of specifications in absence of Specifications Lead.
• Deputy to Technologist & Technician
• Technical monthly newsletter

Different areas will be mutually agreed to cover off in a deputy capacity as part of the teams development and ability to work agile as a team when other team members are off from work.

Any other duties commensurate with the level of responsibility of this role.

Knowledge, Skills and Experience

Essential

• A minimum of 2 years experience within a technical discipline, in a food manufacturing environment.
• Effective communicator – excellent communication skills are required as working collaboratively with suppliers, customers and stakeholders is a key part of this role
• Experience of complaint management to root cause analysis.
• Working knowledge of a Quality/Technical functions, including processes, process flows, specifications.
• IT literate including use of PowerPoint, Word, Excel, and Outlook.
• Focus on detail – a high level of accuracy and attention to detail
• Time management – uses time effectively to manage a busy workload with the ability to prioritize important tasks
• Learning and development – desire to learn and develop to take on further responsibilities in the future

Desirable

• Degree or experience in a food or relevant discipline.
• Advanced skills in Excel and Power Point.
• Experience in sensory evaluation of food.