Official Specifications
Role Overview & Mandate
Executive Summary
Requisition Id: 1696 Location: Glasgow, Scotland,...
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Requisition Id: 1696
Location:
Glasgow, Scotland, GB, G15 6RW
About Edrington
Edrington’s vision is to give more by crafting exceptional ultra-premium spirit brands.
The Macallan is our central focus, supported by Highland Park and The Glenrothes in the fast-growing single malt category and Naked Malt in the blended malt category. Our portfolio is completed with Brugal premium rum from the Dominican Republic, The Famous Grouse Blended Scotch Whisky, and Wyoming Whiskey and Noble Oak in the American Whiskey category. Edrington also has a strategic partnership with No.3 London Dry Gin.
Remuneration and Package
- Salary: £38,000 - £47,500
- Attractive pension
- Flexible working
- Share reward scheme
- Healthcare
- Global wellbeing programme
Position Summary
Reporting to Quality Manager - Prestige, this role is responsible for managing and coordinating the end-to-end customer complaints process, delivering best in class service making use of the data to improve overall quality. The Quality Performance Analyst works on root cause analysis with key stakeholders, coordinating investigations to ensure effective actions are put in place to prevent recurring issues, driving continuous improvement within the various departments when it comes to quality issues reported.
This role is also responsible for developing and maintaining key processes and procedures to ensure a consistent approach when managing overall quality data. They also develop and maintain quality reports which form an integral part of the overall business KPI’s, ensuring information is accurate and relevant. The role holder is responsible for promoting a quality assurance culture, interpreting quality results to identify trends and highlight opportunities for improvement.
Job Description
- Log, manage and coordinate the end-to-end Customer and Consumer complaints process, reporting the data on a regular basis.
- Build cross functional relationships to ensure robust root cause analysis investigations into quality incidents.
- Adopt problem-solving techniques and process improvement initiatives to tackle issues related to customer complaints.
- Make use of data to identify trends and opportunities for improvement, sharing learnings to help build knowledge for new product development.
- Maintain matrix relationship with Quality Manager Classic to manage and take learnings from customer complaints.
- Work with key stakeholders to support and streamline the process for replacing defective materials, developing a robust process that supports the business growth on prestige products.
- Create and maintain quality KPI reports related to supplier performance, internal quality and customer complaints, sharing key data with relevant stakeholders.
Skills and Experience
The successful applicant will have good knowledge of quality tools, demonstrating understanding and awareness of key areas of Quality Assurance. Strong analytical skills, with sound understanding of data trending and analysis is desirable. The role holder will have the ability to apply strong problem-solving techniques and support process improvement. Intermediate to advanced level of IT and Microsoft Package skills is essential and coming from a Packaging & Supply Chain background would be beneficial. Good communication and stakeholder engagement skills with great attention to detail are key. The successful candidate will have the ability to work in a fast paced, continually changing environment while demonstrating resilience. Good interpersonal skills and the ability to maintain a positive approach is essential for this role and the role holder must be a great team player and be able to understand the importance of sharing relevant information on complaints data.
Employee value proposition
At Edrington, you will experience an incredible culture based on respect and giving more. We are exceptionally passionate about our brands and genuinely care about our people, continually investing in their development and wellbeing. Join Edrington and make a world of difference.
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