Customer Quality Expert

Who we are: IRCA Group, an Advent portfolio company, was founded in Italy in 1919, and it is a leading international B2B provider of high-quality semi-finished ingredients such as chocolate, decorations, creams, inclusions, nuts and pistachios, pastry mixes, gelato ingredients, and other essential solutions for industrial clients or other independent artisanal producers. With more than 2.200 employees, 20 production facilities worldwide, and €1.3 billion in revenues, IRCA Group has a solid track record of growth and international expansion. An international and inclusive environment, with opportunities to work on global projects and collaborate with colleagues worldwide Career growth opportunities, including possibilities abroad Health insurance coverage as per national labor contract We are seeking a Customer Quality Specialist to join the plant Quality function, supporting the Plant Quality Manager of the production site in the implementation and maintenance of the Quality and Food Safety Management System. The role will focus on customer complaint management and non‑conformity oversight, ensuring full compliance of products, processes, and raw materials with applicable regulations, internal standards, and certification requirements. Manage customer complaints end‑to‑end, including intake, timely first follow‑up within the working day, and ongoing coordination until closure Perform root cause analysis and define corrective and preventive actions (CAPA), coordinating cross‑functional teams when required to eliminate identified issues Oversee non‑conformity management, ensuring effective implementation, documentation, and follow‑up of corrective and preventive actions Prepare clear and structured internal reports and customer-facing reports related to complaints, investigations, and resolutions Monitor, analyze, and regularly update customer complaint KPIs to support performance tracking and continuous improvement Act as the primary point of contact for key customers , ensuring effective and professional communication on quality matters Manage customer communications in case of product recall, including email exchanges, contact retrieval, and continuous update of involved customer records Support documentation management and ensure full traceability of customer communications, especially in critical quality situations Support the management and maintenance of the Quality and Food Safety Management System, including HACCP and GMP requirements Contribute to product traceability and recall readiness activities in line with food safety regulations and internal standards Collaborate on continuous improvement initiatives aimed at strengthening the effectiveness and robustness of the Quality and Food Safety system Degree in Food Science & Technology or related fields Professional

Skills:
Knowledge of HACCP principles; understanding of food quality and safety requirements within food manufacturing environments; ability to manage quality-related activities and customer interactions

Experience:
At least 1+ years of experience in a similar role Language

Skills:
Proficiency in Italian and English is mandatory. Additional language skills are a plus Computer

Skills:
Proficiency in Microsoft Office Suite team-oriented mindset with a proactive approach to customer relationship management; high level of accuracy, autonomy, and result orientation   Full time, 40h/week, from Monday to Friday Contract : CCNL Alimentare Industria Meal vouchers : €8 for each day spent in the office Remuneration : starting from RAL 30.000€ IRCA fosters a dynamic environment, valuing different perspectives and international experiences, offering a stimulating context. We promote professional growth and career opportunities locally and internationally. With locations worldwide,

we offer
the chance to work on international projects, collaborate across cultures, and gain a global perspective. We welcome applications from candidates of all genders, backgrounds, identities, nationality, ethnic origin, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief. IRCA Group is dedicated to fostering a diverse and inclusive work environment where everyone can be their authentic selves, reach their full potential, and feel a true sense of belonging. Join us in creating a workplace where diversity is valued, and everyone can thrive.   Il presente annuncio è rivolto ai candidati appartenenti a qualsiasi orientamento o espressione di genere, nel rispetto dei principi di diversità e inclusione e di non discriminazione ai sensi del D.lgs. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools