Customer Quality Specialist

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.

What do we offer:

• 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

The role:

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.

What will you do:

• 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

Requirements:

Education: 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
Behavioural Requirements: Strong analytical and problem-solving skills; team-oriented mindset with a proactive approach to customer relationship management; high level of accuracy, autonomy, and result orientation.
 

Other details:

• Location: Vergiate (VA)

• Working hours: Full time, 40h/week, from Monday to Friday

• Contract: CCNL Alimentare Industria

• Level: Impiegatizio

• Meal vouchers: €8 for each day spent in the office

• Remuneration: starting from RAL 30.000€