Global Product Quality Manager

Job Purpose

Manage the Product Quality Complaints system to ensure that complaints are reported, recorded, actioned, resolved and closed off with the originator, including hands‑on support where required.

Provide the key link between Product Quality complaints & product improvements via Product Development, M&I through the Change Control Process.

Manage the supplier audit process and ESG Supplier Classification process across the global business to ensure that all Critical and Major Local suppliers are compliant in terms of product quality, Corporate Social Responsibility, Modern Slavery, product regulations and contingency plans.

• Manage product quality complaints to handle complaints from all regions of the Group, including:
  • Collating major or multiple complaints and initiating action with either the supplier, the product designer (M&I team) or the local operations team.
  • Taking the lead in specific investigations.
  • Monitoring open investigations.
  • Issuing a monthly report showing statistics and highlights.
• Issue global communications related to Product Quality issues, to include:
  • Quality Alerts to highlight actions required by regions, e.g. in the case of a product recall, a requirement to check stock, or a need to inform staff of a specific issue.
  • Change Alerts to communicate conclusions to major product improvement projects.
  • Other general communications related to product quality.
• Ensure the RI Supplier Standard adequately reflects the requirements of suppliers for any function that can affect product quality, as well as other key areas, which include Corporate Social Responsibility, Modern Slavery, Environmental standards, product regulations and contingency planning. The Standard will be reviewed on a regular basis, and updated as required.
• Manage ESG and Quality approvals for new central suppliers as part of the supplier onboarding process.
• Carry out full Quality Audits against the RI Supplier Standard, ensuring all suppliers follow up with actions to make required improvements. Also monitoring all audits carried out by other RI auditors.
• Work closely with the Product Development team to:
  • Support the Change Control Process and ensure that it fully supports the Product Quality complaints process, and that the potential impact on production quality is considered and approved for all changes.
  • Ensure the smooth transfer and maintenance of new product introductions with respect to inspection criteria and work instructions, including attending gate reviews.
  • Authorise concessions to provide short‑term fixes for supplier issues.
• Lead and manage the Global Product Quality forum, via regular meetings and communications involving representation from all regions and all businesses.
• Provide input for corporate reporting and regulations regarding ESG topics, including Modern Slavery, Conflict Minerals, Ecovadis submissions and other ESG.
• Development of value‑added, rework and refurbish activities from a technical point of view and approval of product quality processes.
• Provide guidance and advice to colleagues around the Group on product quality issues, including product repair and refurbishment, product validation and performance testing.

• Tertiary qualification – degree, apprenticeship or other technical qualification.
• Highly developed technical knowledge and aptitude.
• Strong written and verbal communication skills in highly‑technical areas.
• Good problem‑solving skills.
• Ability to work under pressure, meeting strict deadlines.

• Qualifications in an appropriate area such as Engineering, Production Technology or similar Science‑based field.
• In‑depth knowledge of Group and local financial processes.

• Competitive salary and bonus scheme.
• Hybrid working.
• Rentokil Initial Reward Scheme.
• 23 days holiday, plus 8 bank holidays.
• Employee Assistance Programme.
• Death in service benefit.
• Healthcare.
• Free parking.

At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal‑opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender…