The Quality Coordinator will be responsible for receiving, recording, and tracking Quality & Food Safety customer complaints to ensure proper follow-up and timely closure. The role will support communication between departments, maintain accurate complaint documentation, and assist in monitoring corrective actions and complaint trends to support customer satisfaction and continuous improvement. The Quality Coordinator is also responsible for maintaining the QAFS Document Control system and Complaint Management system, which includes customer complaints, Internal Complaints, Regulatory complaints, and Supplier Complaints.
Key Responsibilities:
1. Complaint Management
- Receive, register, acknowledge, classify, and track Quality & Food Safety complaints from all channels.
- Maintain accurate complaint records and ensure timely closure according to KPIs and procedures.
2. Investigation Coordination & Follow-Up
- Coordinate investigations with Production, Quality, Warehouse, Maintenance, Supply Chain, Procurement, and Regulatory teams.
- Follow up on RCA, CAPA, and action plans, ensuring timely closure and escalation of overdue/critical complaints.
3. Reporting & Documentation
- Maintain the Complaint Management System and complete complaint documentation.
- Prepare weekly/monthly reports, dashboards, and trend analysis.
- Maintain QAFS Document Control, ensuring documents are current, approved, archived, and audit-ready.
4. Communication & Customer Support
- Coordinate internal communication to ensure timely complaint investigation and resolution.
- Ensure customer responses and updates are provided within defined service levels.
- Support initiatives to improve customer satisfaction and complaint handling.
5. Product & Process Knowledge
- Maintain strong knowledge of products, specifications, manufacturing processes, and QAFS requirements.
- Develop knowledge of FPP, Cold Cuts, IQF, and Flash Fryer products to support complaint assessment and investigation.
6. Cross-Functional Collaboration
- Work closely with Customer Service, Sales, Production, Quality, Warehouse, Procurement, Regulatory Affairs, and Supply Chain.
- Liaise with customers and stakeholders to gather information, communicate outcomes, and support timely resolution.
- Support continuous improvement initiatives to reduce complaints and improve product quality.
7. Regulatory & Quality Compliance
- Maintain knowledge of Egyptian food regulations, NFSA, and applicable customer/legal standards.
- Ensure complaint handling, document control, and records comply with QMS, FSMS, and company procedures.
- Support internal, customer, certification, and regulatory audits with accurate records and evidence.
Qualifications:
- Bachelor's degree in Quality Management or a related field
- Minimum of 2-3 years of experience in quality assurance
- Certification in ISO 9001: 2025 Auditing / Implementation
- Knowledge of food safety regulations and standards (e.g. ISO 22000, BRC, FSSC 22000).
- Detail-oriented with strong analytical and problem-solving skills.
- Excellent English Proficiency
- Customer Handling & Continuous Improvement skills
