Group Quality & Food Safety Specialist: Consumer Services, Systems & Standards

Overview

It’s fun to work in a company where people truly BELIEVE in what they’re doing! The role of Group Quality & Food Safety Specialist (Consumer Services, Systems & Standards) is responsible for the implementation and maintenance of Tiger Brands Quality and Food Safety Management Systems and Standards across the Supply Chain, as well as providing technical support and ensuring compliance to organizational, regulatory and customer requirements.

Lead and manage the Consumer Services function, ensuring a brilliant service experience for all consumers and customers including complaints resolution.

• Ensures that organization's Quality and Food Safety Management Systems at the categories and manufacturing sites conform to organizational, customer, FSSC 22000, ISO 9001, BRC, and regulatory/legal requirements.
• Lead the design, development and deployment of Tiger Brands Quality & Food Safety Standards,
• Support the design, development, deployment, implementation, management and maintenance of the Quality IT Systems of the organization.
• Drives the overall implementation of the Tiger Brands group quality standards at the manufacturing sites.
• Provide support to the manufacturing units for the implementation and maintenance of the MECP Quality Pillar.
• Lead and manage the Consumer Services function, ensuring a brilliant service experience for all consumers and customers including prompt, accurate and satisfactory complaints resolution.
• Act as the liaison between the Categories and the Consumer Services Call Centre to ensure that complaints and queries are addressed within the defined timelines.
• Continuously review and implement an effective complaints handling strategy and process.
• Establish and monitor the KPIs for the Consumer Services call centre, and report on its performance.
• Analyse all complaints and trends and provide regular reports to internal customers (including Manufacturing, Marketing, R&D, etc), and flag any potential quality issues.
• Support the quality risk assessments of the manufacturing units and propose mitigation actions.
• Support other functions to implement proper management of change for innovation, renovation, cost reduction or any other projects that have an impact on quality and food safety.
• Report to top management on the performance of the organizational Quality and Food Safety systems including on areas of improvement.
• Provide support and input in the overall monthly Q&FS reporting for the business

Core knowledge – in Quality Assurance, Food Safety, Quality & Food Safety Management Systems, Manufacturing, Microbiology, Chemistry

Key foundational competencies – Analytical skills, Statistical Process Control, Risk assessment, Problem solving, Applied science, Quality assurance, Best practices, Reporting

Technical – Analytical skills, Statistical Process Control, Risk assessment, Problem solving, Applied science, Quality assurance, Best practices, Reporting

Leadership – Team leadership, Business acumen, Consumer centricity, Change management, Stakeholder management, Driving long-term results, Staying a step-ahead, Owning it!

Personal Effectiveness – Conflict resolution, Effective communication, Interpersonal skills, Integrity, Risk-based thinking, Creativity, Continuous learning, Autonomous self-management

Function – 10 years experience in Quality & Food Safety positions. Strong understanding of the Consumer Services function.

Minimum Bachelor’s Degree in Quality / Microbiology / Food Safety / Food Science / Technical related field

FMCG preferred

In accordance with the employment equity plan of Tiger Brands and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.