Overview Enhance the overall performance of quality and food safety by ensuring comprehensive visibility into complaints received through various consumer and customer feedback channels. Report findings to relevant stakeholders promptly, adhering to PepsiCo and any applicable standards. Engage with consumers and customers to gather further details as needed. Work closely with the SQA & CR Manager to report feedback and support continuous improvement efforts, including the development of corrective and preventive action plans. Responsibilities Act as the main point of contact for any consumer/customer feedback, to collect all data and details required for traceability, root cause analysis, to provide answers for questions and issues and ensure effective response to complaints. Categorize complaints based on the nature of the issue and risk. Update and maintain a comprehensive consumer and customer complaints tracker report on a timely manner Communicate with consumers or customers to obtain missing details necessary for complaint resolution and/or retrieve samples as needed Ensure feedback channels are operational, report any issue to SQA & CR Manager and concerned departments, in addition to following up to make sure resolutions are implanted Report the data of the consumer and customer complaints to SQA & CR Manager on a daily basis Compile regular complaint reports and deliver them on time, demonstrating clear and relevant trends Qualifications Bachelor’s degree in Science or BI. Data and trend analysis knowledge with attention to detail. Excellent communication and interpersonal skills. Proficiency in Excel and data tracking. Ability to work collaboratively in a team environment. Experience in customer service or quality assurance is a plus. Self-starter able to work independently with a high degree of business savvy. Excellent command of English language and literacy in computer usage.