Quality Assurance Specialist

1 maand geleden

Tilburg, Noord-Brabant, Nederland irca Group Voltijd
About IRCA Group

IRCA Group is a global leader in semi-finished products for the bakery, pastry, and ice cream markets. Our product range includes chocolate, decorations, creams, pastry mixes, and ice cream ingredients. Headquartered in Italy, IRCA Group boasts a strong track record of growth over the past decade, with 22 manufacturing facilities all over the world, 2200+ employees, and €1 billion in revenues.

What We Offer

IRCA fosters a dynamic environment that values diversity and international perspectives, providing a stimulating context for professional growth through tailored development programs and career advancement opportunities. Our global presence allows you to work on international projects, collaborate across cultures, and gain a global perspective. Joining our team means being part of a worldwide community dedicated to making a difference.

Scope of the Position

In this role, you are the point of contact for the quality department within IRCA Tilburg. You can investigate complaints and ask the right questions to people to determine the root cause of the complaint. You can then translate this research into an answer for the customer. In addition to complaint management, requests are also received from customers, such as questionnaires or other quality-related questions. As the department's point of contact, you are responsible for the handling of these matters and providing feedback to the customer.

Responsabilities
  • Coordinate complaint handling
  • Leading the investigation into these complaints: you hold discussions with the departments involved to understand the complaint. And work together to conduct a root-cause analysis.
  • The purpose of the root cause analysis is to find out where the complaint comes from and how we can prevent this in the future. It is important to pay attention to both the customer and the company. Every complaint must be a learning moment for the organization.
  • You also report on complaints and complaint handling.
  • Feedback on the research to the customer
  • Also processing the results in the system.
    • Customer questionnaires and questions
    • Handling customer requests such as questionnaires (in collaboration with Regulatory), and sending out COAs.
    • Handling Tech Docs (= customer requests) by gathering the right information in the right places internally.
      • Update KPIs
      • Weekly updating of the KPI file for the quality department.
      • Reporting of parameters regarding complaints, NRFT, and environmental.
      • Communicating KPIs and other news items to colleagues via the canteen screen.
        • Labels
        • Making minor adjustments based on provided information (all points regarding legislation, etc. are managed by the Regulatory Department).
          • System administrator
          • Monthly review of the number of outstanding actions within the system.
          • Follow up with colleagues to carry out their actions promptly.
            • Halal/Kosher databases
            • Maintaining the databases regarding halal/kosher at the direction of the QA employee.
            • Sending out applications for this certification.
            Features
            • You are independent and curious, which makes you want to get to the bottom of the complaints.
            • You have good communication skills and are able to formulate a clear answer to our customers that they can get satisfaction from.
            • You are good at keeping an overview and distributing work.
            • You follow trends and developments to learn from them and continuously improve as an organization.
            Education/Experience
            • Food technology education or equivalent with a background in quality.
            • Root Cause Analysis training, especially about methods: 5x why, RCA, Fishbone, etc.
            • 3+ years of experience handling customer contacts.
            • Knowledge of the relevant legislation and regulations ((food) safety, environment and quality).
            • Experience with ERP (M3) systems: Quality Module.
            • Experience with MS Office.
            • Excellent oral and written communication skills in the Dutch and English language.

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