Customer Quality Analyst

Kettle Cuisine, LLC.; Savage (MD); On-site; USD 39,000 - 47,000; Full time

Job summary

Kettle Cuisine, LLC. in Savage, MD is seeking a data analytics professional to own quality data, track customer complaints, and coordinate cross-functional investigations.

You will analyze trends, prepare KPI reports, and help ensure data accuracy and confidentiality across the site. The role emphasizes documenting processes, improving reporting workflows, and presenting findings clearly to both technical and non-technical audiences.

Qualifications

• Bachelor's degree or associate degree in Data Analytics, Statistics, Food Science, Quality, Business, or a related field; equivalent relevant experience may be considered.
• Two or more years of experience in quality, customer complaints, reporting, or analytical work; food-manufacturing experience preferred.
• Strong Excel and data-analysis skills; experience with dashboard or visualization tools and routine KPI reporting preferred.
• Detail-oriented, organized, and able to manage multiple investigations and reporting deadlines while preserving data integrity.
• Clear written communication and ability to explain trends to both technical and nontechnical audiences.

Responsibilities

• Receive, document, categorize, and track customer complaints; coordinate investigation inputs, evidence, actions, and due dates with site and cross-functional owners.
• Maintain complaint records and supporting information with accuracy, traceability, and appropriate confidentiality.
• Analyze and trend complaint trends; identify recurring issues, changes in performance, and data-quality gaps for manager review.
• Prepare controllable-incident decks for each site, ensuring source information is reconciled, categories are applied consistently, and key takeaways and follow-up owners are clear.
• Support customer quality reviews by preparing accurate summaries, charts, and evidence packages for the Customer Quality Manager.
• Cross-reference complaints and quality trends with relevant incidents, product or process changes, and shelf-life information when records are available; flag potential relationships for investigation rather than asserting unverified causes.
• Identify opportunities to improve reporting, data definitions, and workflow automation; document methods so recurring reports can be refreshed consistently.

Skills

Data analysis

Dashboard reporting

Communication

Education

Data Analytics

Statistics

Quality

Tools

Excel

Dashboard tools

Job description

Job Details: Job Location: Savage Plant - Savage, MD 20763, Salary Range: $28.00 - $34.00 Hourly, Job Description

Responsibilities

• Receive, document, categorize, and track customer complaints; coordinate investigation inputs, evidence, actions, and due dates with site and cross-functional owners.
• Maintain complaint records and supporting information with accuracy, traceability, and appropriate confidentiality.
• Analyze and trend complaint trends; identify recurring issues, changes in performance, and data-quality gaps for manager review.
• Prepare controllable-incident decks for each site, ensuring source information is reconciled, categories are applied consistently, and key takeaways and follow-up owners are clear.
• Support customer quality reviews by preparing accurate summaries, charts, and evidence packages for the Customer Quality Manager.
• Cross-reference complaints and quality trends with relevant incidents, product or process changes, and shelf-life information when records are available; flag potential relationships for investigation rather than asserting unverified causes.
• Identify opportunities to improve reporting, data definitions, and workflow automation; document methods so recurring reports can be refreshed consistently.

Qualifications (Education / Experience / Skills)

• Bachelor's degree or associate degree in Data Analytics, Statistics, Food Science, Quality, Business, or a related field; equivalent relevant experience may be considered.
• Two or more years of experience in quality, customer complaints, reporting, or analytical work; food-manufacturing experience preferred.
• Strong Excel and data-analysis skills; experience with dashboard or visualization tools and routine KPI reporting preferred.
• Detail-oriented, organized, and able to manage multiple investigations and reporting deadlines while preserving data integrity.
• Clear written communication and ability to explain trends to both technical and nontechnical audiences.

Success Measures

• Complaint records are complete, timely, and traceable, with investigation actions and status visible.
• Site controllable-incident decks and KPI reporting are delivered accurately and on schedule.
• Analysis identifies meaningful trends and data issues without overstating causality.

As a Leader Within the Kettle Cuisine Team, You Are Expected To

• Model and support Kettle Cuisine's Core Values and safety culture.
• Develop individual team members and their careers.
• Create a culture of accountability and performance.
• Drive a focus on quality assurance and continuous improvement.
• Plan work, track results, and resolve issues.

Required Attributes

• Self-directed, with high integrity and sound judgment.
• Positive, collaborative, and able to build strong relationships with internal and external stakeholders.
• Organized and able to manage priorities, projects, and metrics in a fast-paced environment.
• Strong analytical, problem-solving, and communication skills appropriate to the role.
• Willing to address difficult situations with patience and respect.
• Able to provide after-hours support for critical issues when required by the role.
• Enthusiastic about food and committed to safe, high-quality products.