About the job
This position is responsible for working within the QFS department of Danone USA and provides subject matter expertise on overall product quality performance from manufacturing to consumer use.
The MQP Analyst is a critical role for NORAM's market quality programs. This role supports the Customer & Consumer Quality functions, coordinate closely with the consumer connections team, and will contribute to the MQP strategy development and execution.
Essential Duties and Responsibilities:
- This role will have responsibilities as part of the MQP team, focused on the Danone Consumer Complaint Management program and processes:
- Ensure compliance with Danone Consumer Complaint Management Procedure.
- Ensure all product quality complaints are accurately triaged, initiated, verified, investigated, reviewed, and closed in the Veeva Complaint Management module in accordance with the procedure.
- Review complaint data to ensure completeness of traceability information, manufacturing site allocation, evidence status, and complaint classification.
- Route product quality complaints to the appropriate stakeholders, including Manufacturing Sites, Co-Manufacturers, Supplier Quality, Supply Chain, Quality in Design, R&I, and other functions as required.
- Monitor Foreign Objects management and tracking information. Request to initiate retrieval if missing.
- Monitor and review sensitive, alert, and health-related complaints to ensure accurate information.
- Initiate coaching tickets in Sales Force for complaints with identified errors or inaccuracies such as incorrect classification, incorrect product information, incorrect manufacturing site or traceability information.
- Serve as the business owner and subject matter expert for complaint management processes and systems, including Veeva Complaint Module and a working knowledge of Salesforce Service Cloud.
- Partner with Consumer Services to ensure effective collection of consumer feedback, evidence, and traceability data to support investigations.
- Support Consumer Quality functions
- Contribute to MQP strategy development/improvement to drive team value
- All other duties as assigned
The salary range for this position is $65,000.00 - $94,000.00 USD. The exact salary offered will depend on several factors, including the candidate's relevant experience, geographic location, internal equity, and market conditions. Danone USA additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.
This role is considered a "hybrid" position that allows for flexible work, meaning it is a role where collaboration with key stakeholders in Danone Hubs occurs. While you may have the option to work from home on a schedule as agreed to with your supervisor, you are also expected to regularly report to your assigned office location at least 3 days per week.