Market Quality Performance Analyst

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.

About You

Requirements

• College degree in science or related field
• Minimum of one (1) year work experience in quality in CPG industry or Trade
• Detail oriented and able to accurately enter and manage data following set processes
• Ability to create, analyze, and interpret complex data regarding consumer complaints
• Able to quickly learn new systems and processes
• Team player with a focus on people and process to effectively drive results
• Excellent computer skills - Veeva
• Creative thinker with continuous improvement mindset
• Excellent communicator both written and verbal with audiences across multiple levels
• Must be adaptable and flexible

About Us

Life at Danone

With 5,000 employees across two headquarters and 10+ U.S. manufacturing locations, Danone offers a vibrant culture, meaningful work and growth opportunities that make employees proud to be Danoners.

Rooted in our mission to bring health through food to as many people as possible, Danone is proud to be the world’s largest B Corp. Learn more about Life at Danone

Our Brands

When you join Danone USA, you’ll work with some of the best known food and beverage brands in the world, including Activia®, Danimals®, Oikos®, Silk®, Dannon®, evian®, International Delight®, STŌK® Cold Brew Coffee®, and more. View our full lineup of brands.

Our Benefits

Our benefits support your physical, mental, financial and family wellbeing through health coverage, flexible time off, retirement savings, family care support and more. Learn more about our benefits.

Equal Opportunity Employer

Danone USA is proud to be an Equal Opportunity employer. It is our policy to give equal employment opportunities to all qualified persons without regard to legally protected characteristics, or any other consideration made unlawful by applicable federal, state/provincial and/or local law. For our EEO policy statement and your EEO rights under law click here.

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