Job Description
**Key Responsibilities:**
1. Support the Quality Manager in improving all internal and external plant assurance of quality systems and in developing the plant's quality plan to help create and maintain a customer-focused organization
2. Provide foundational understanding and functionality of the plant's quality assurance processes and systems
3. Assist in setting, monitoring, and maintaining quality objectives to ensure plant goals are being met; identify appropriate tasks and schedule required training to accomplish continuous improvement initiatives
4. Organize and analyze customer satisfaction data based upon product and service performance to identify trends and improvement opportunities
5. Work directly with all departments on quality issues, preventative actions, and corrective actions to drive systemic improvements
6. Facilitate problem-solving activities through Total Quality Management (TQM), team building, and quality systems tools and methods; work with line and process supervisors to identify negative quality trends and repetitive defects
7. Serve as a customer liaison by making customer visits as appropriate and assisting in the implementation of customer quality management systems
8. Investigate customer complaints under the direction of the QA Manager and work with appropriate management to develop and implement effective resolutions
9. Prepare customer complaint responses and maintain comprehensive databases on all customer complaints for trend analysis and reporting
10. Develop technical expertise in problem identification across key areas including glass properties, bottle design and attributes, line and handling requirements, carton specifications, customer processing, and fracture analysis
11. Collaborate with plant management to develop and document standard operating procedures (SOPs) that support quality objectives
12. Support quality audits and assist in maintaining compliance with relevant quality standards and regulatory requirements
13. Track and report on quality metrics and key performance indicators (KPIs) to monitor process performance and identify improvement opportunities
14. Participate in root cause analysis activities and lead or support process improvement projects to enhance operational efficiency and product quality
Qualifications
**Required Qualifications:**
15. Minimum of 5 years' experience in a quality assurance or quality management role, preferably within a glass manufacturing environment
16. ISO 9001 auditor certification or equivalent quality management systems qualification
17. Proficiency with Microsoft Office applications (Excel, Word, PowerPoint) and enterprise resource planning (ERP) systems such as SAP
18. Strong knowledge of quality management principles, Total Quality Management (TQM) methodologies, and continuous improvement frameworks
19. Demonstrated experience with root cause analysis, corrective action, and preventative action (CAPA) processes
20. Excellent written and verbal communication skills with the ability to prepare clear technical documentation and customer correspondence
**Preferred Qualifications:**
21. Additional certifications in quality management (Six Sigma, Lean, or ASQ certifications)
22. Experience conducting internal and external quality audits
23. Familiarity with glass manufacturing processes, including knowledge of glass properties, bottle design specifications, and fracture analysis
24. Proven experience in customer complaint investigation and resolution
25. Background in data analysis and statistical process control (SPC)
26. Experience leading or supporting process improvement projects and cross-functional problem-solving initiatives
27. Knowledge of relevant regulatory requirements and industry quality standards
Additional Information
We offer:
28. Employer contribution pension plan (up to 11% contributions)
29. Life Assurance benefit - 4 x Base Salary
30. Company Sick Pay
31. Performance based Bonus plan 8% of base salary
32. Attractive Holiday Allowance
33. Employee Assistance Programme including free benefits for employees, partners and dependants such as counselling sessions and legal advice.
34. Supportive teams to help you grow and learn new skills