ICAP Executive Search & Selection is one of the premium consultancies and part of ICAP People & Employment Solutions, the largest HR Services Provider in Greece and Cyprus. With more than 50 years of experience, we specialize in assessing and recruiting Senior to Middle Level Executives across all sectors.

ICAP Executive Search & Selection on behalf of a multinational company in beverage industry solutions, is looking for a driven professional for the position of the Customer Quality Analyst, based in Athens.

 Customer Quality Analyst

Role Profile

This role is focused on managing customer complaints, analyzing product and process failures, and driving quality improvements to enhance customer experience and optimize costs.

Responsibilities

• Oversee and manage the Customer Complaints platform, ensuring timely resolution.
• Train and support users on complaint management tools.
• Conduct root cause analyses and implement corrective actions.
• Enhance and update quality assurance policies and systems.
• Apply FMEA methodology for quality improvement projects.
• Analyze complaints’ cost impact and report findings to Finance.
• Organize review meetings and coordinate with Plant Quality teams.
• Audit manufacturing quality procedures and supplier performance.
• Develop BI reporting for customer complaints and service data.
• Support ISO system enhancement and quality management initiatives.

 Requirements

• Bachelor's in Engineering; M.Sc. in Quality/Statistics preferred.
• 2-5 years of relevant experience ideally in multinational set.
• Strong IT skills (Excel) and English proficiency.
• Understanding of Quality Management Systems.
• Ability to travel to other sites.
• Customer-centric mentality with results-driven approach.
• Strong analytical, problem-solving, and communication skills.