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

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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.

 Works in conjunction with relevant Business and Category functions and forms partnerships with external entities in the pursuit of the quality and food safety agenda.

WHAT YOU WILL DO:

• 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

WHAT YOU WILL BRING TO THE TABLE:

Key attributes and competencies

Key Professional Competencies

Key foundational competencies

Experience

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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.