The posting
Life tastes better with ice cream
With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.
We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.
What truly sets us apart is how we work.
We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.
We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.
The role
The Quality Assurance Analyst (Complaints, Analytics and Digitalization) ensures timely, compliant, and data-driven quality assurance support across the site by (1) facilitating end-to-end consumer complaint management and investigations, (2) translating quality and performance data into actionable insights through reporting and analytics, and (3) leading the digitalization of Quality systems, records, and review routines. The role safeguards consumer satisfaction through disciplined root cause analysis and CAPA, strengthens finished goods release and QA documentation governance, and enables faster decision-making through automated reporting and digital tools.
What you'll be responsible for
1. Consumer Complaints Management (SU)
- Serve as the primary QA liaison to the CEC for complaint intake, investigation coordination, response alignment, and timely case closure.
- Perform tracking, trending, and analysis of SU consumer complaints to identify repeat issues, top defect drivers, and emerging risks.
- Lead daily escalation of quality-related complaints to the factory through agreed communication channels, ensuring clear ownership, priority, and turnaround time.
- Ensure end-to-end traceability and documentation for complaint investigations (evidence, analysis, decisions, and actions) to maintain compliance and audit readiness.
- Issue Q‑EWO documents to trigger CAPA workflows, align action owners and due dates, and track closure and effectiveness.
- Prepare monthly KPI reports and present clear insights on complaint performance, trend drivers, repeat issues, and CAPA status.
2. Finished Goods QA Release (Local and Export)
- Execute daily QA release of local and export finished goods against specifications, sampling/inspection requirements, and documentation completeness.
- Monitor Quality Inspection (QI) stocks, coordinate disposition and release decisions, and drive timely closure to prevent aging and escalation.
3. Quality Reporting, Analytics & Digitalization
- Develop and maintain standardized Quality Review deck templates (monthly, quarterly, and annual) to ensure consistent KPI definitions, visuals, and decision tracking.
- Build and enhance graphs, dashboards, and analytics for to support effective monitoring of Quality programs to enable faster performance, risk, and loss reviews.
- Drive digitalization of QA reporting and review routines by simplifying data capture, automating outputs, and improving version control through:
- Excel-based automated dashboards and trackers
- Standard PowerPoint visualization and storytelling templates
- Power BI dashboards and automated visuals (where applicable)
- Lead deployment of new digital tools and applications deemed appropriate by the region or local team
- Translate Quality data into clear, actionable insights and recommendations for leadership and cross-functional teams.
Other Responsibilities
1. Stock Quality Monitoring
- Perform weekly monitoring and analysis of blocked stocks; coordinate containment and resolution actions across QA, Warehouse, and Production, and report status until closure.
2. Documentation Management
- Prepare, issue, and track FGRS documents for:
- Quality defects (process/product-related)
- Production damages
- Warehouse damages
- Manage LSD documents by receiving and logging submissions, performing completeness checks, and endorsing to the appropriate QA teams for action and filing.
Training & Development Responsibilities
- Support delivery of QA training sessions on complaint handling standards, quality requirements, documentation practices, and digital reporting tools.
- Create and update training materials, visual guides, and quick-reference manuals to support standard work and tool adoption.
- Use and maintenance of dashboards and reporting templates
KPI Ownership and Monitoring
The role contributes to monitoring and delivery of key Quality KPIs, including:
Consumer Complaints
- Monthly complaint trend KPI (CCPMU, critical complaints)
- Repeat complaints rate / recurrence (by category/defect driver)
- CAPA completion rate (including effectiveness checks)
Finished Goods Quality
- Finished goods (FG) release cycle time
- QI stock aging (days in hold, by reason code)
- FGRS issuance and tracking
Engagement & Capability
- QBO participation rates
- Training compliance KPIs
- Ensure KPI dashboards and scorecards are updated on schedule, accurate, and aligned to monthly reporting definitions. Digital Tools Used in the Role
- Microsoft Excel
- Microsoft Power BI
- Microsoft PowerPoint
- Microsoft Teams / SharePoint
- SAP
- BuildApp
- Internal QA Systems
- Q‑EWO system (complaints, investigations, and CAPA tracking)
- CRQS platform (complaint recording and case management, as applicable)
- SAP QI modules (QI stocks monitoring and disposition tracking)
We're looking for someone who
- Bachelor’s degree in Chemistry, Engineering, Food Technology, or a related field
- 1–3 years of experience in Quality Assurance and/or FMCG manufacturing (preferred)
- Understanding of GMP, HACCP, FSSC, Halal Management Systems
- Strong analytical skills, including trend analysis and data visualization for Quality reporting
- Proficient in Excel and PowerPoint; Power BI is an advantage
- High attention to detail, with strong documentation discipline and data accuracy
- Effective written and verbal communication, with strong cross-functional collaboration skills
What you'll get
- Alongside meaningful work and strong development, we offer a reward package that typically includes
- Market-competitive pay and performance related rewards
- Flexible ways of working
- Support for health, wellbeing and life outside of work
- Time off to rest and recharge
- Ongoing learning and development opportunities
Why join us?
This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!
You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.
- Roles with real accountability and visible impact
- Free to move fast, experiment and challenge how things are done
- Continuous learning and development as the business grows
- Reward linked to performance and contribution.
Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.
Ready to build the future of Ice Cream?
If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.
If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.
Additional information
The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.
