Customer Quality Specialist

About the Role

This position is responsible for managing the complete customer quality journey for specific product lines. You will own the process from initial intake of quality information through to the final confirmation of shipment. Your daily work will ensure that product specifications and regulatory requirements are met for items such as chocolate, gelato ingredients, and nuts. You will act as a central coordinator, working with production and commercial teams to identify and resolve potential issues before orders are finalized. The role involves establishing and maintaining rigorous quality standards that protect both the brand and the client. You will be expected to exercise ownership over complex quality scenarios, applying your expertise to safeguard customer satisfaction and operational integrity. Success in this position requires a proactive mindset to anticipate risks and implement controls before issues escalate. You will serve as a critical link between technical production standards and commercial client expectations, ensuring alignment across all departments.

Key Facts

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Location: Vergiate

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Engagement: Details regarding the specific engagement type are not specified in this source document.

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Compensation: Compensation details are not provided in this source document.

What You Will Do

• Transform incoming customer quality inquiries and initial defect notifications into organized, actionable records.
• Design specific testing procedures and equipment calibration parameters to verify compliance with chocolate and gelato ingredient standards.
• Lead cross-functional review meetings where quality metrics, production batch records, and supplier feedback are analyzed collectively.
• Create detailed shipment verification checklists to ensure label accuracy, package integrity, and full regulatory compliance.
• Develop and manage partner quality frameworks that allow ingredients to move efficiently to external manufacturing partners.
• Revise acceptance criteria and specification documents for pastry mixes, decorative elements, and pistachios when necessary.
• Analyze data regarding incoming nuts and cream stability to identify early warnings of potential quality deviations.
• Drive continuous improvement by converting observations about quality performance into concrete changes in operational procedures.
• Coordinate with logistics teams to validate that storage conditions during transit meet the strict requirements for temperature-sensitive ingredients.
• Investigate customer complaints by tracing product batches through the entire production and distribution timeline.
• Maintain comprehensive documentation of all quality decisions, adjustments, and validations for audit purposes.
• Collaborate with research and development to test new formulations while ensuring existing quality benchmarks are upheld.
• Support the implementation of new quality management system software to streamline data capture and reporting accuracy.
• Facilitate training sessions for production staff on updated quality protocols related to gelato ingredients and nut handling.
• Monitor key performance indicators to assess the effectiveness of quality controls and recommend strategic refinements.

Requirements

• Possess a minimum of three years of professional experience in a quality-focused role within the food manufacturing sector.
• Demonstrate the ability to interpret national labor contract provisions regarding health coverage and their impact on employee benefits.
• Be capable of performing job functions in the Vergiate location while strictly adhering to safety protocols for handling sensitive ingredients like gelato ingredients and nuts.
• Communicate with clarity and effectiveness in both Italian and English during quality assessments and discussions with partners.
• Maintain a valid driver's license as transportation of samples may be required between production areas and testing laboratories.
• Exhibit strong attention to detail to ensure that all quality documentation is accurate, complete, and submitted within established deadlines.
• Apply critical thinking skills to evaluate root causes of quality issues and propose sustainable corrective actions.
• Comply with all internal food safety standards, including but not limited to hygiene, traceability, and recall procedures.

Nice to have

• Previous experience working with chocolate, gelato ingredients, and nuts in a production or quality environment.
• Familiarity with international B2B sales structures and the specific needs of artisanal producers.
• Knowledge of quality management system standards relevant to food manufacturing operations.

Practical notes

Please What you'll do