Summary:
Acts as a quality representative of Middle East and Africa region and ensures quality compliance in respective markets. Also serves as a company’s quality representative and window person with external partners / stakeholders, such as coman (if applicable), copacker (if applicable), suppliers, distributors, consumers and regulatory officials.
Leads significant quality projects and undertakes assignments of high complexity, such as auditing/assessing comans (if applicable), copackers (as applicable), distributor and supplier quality programs and their facilities. May lead cross-functional teams (OBD, Supply Chain, Marketing, Legal, etc.) on short- or long-term assignments with respect to complex quality and regulatory issues (i.e. regulatory changes, product recalls, etc.).
Major Duties and Responsibilities:
Quality Compliance: Designs and implements quality systems and programs to ensure quality & food safety standards are consistently achieved. Conducts complex troubleshooting and large-scale incident managements.
Complaint Handling: Ensures all consumer complaints from distributors are being reported and captured in company’s system. Analyzes and reports complaint trend regularly during review. If necessary, requests for manufacturing plant investigation and corrective/preventive action implementation.
Incident Management: Directs and troubleshoots incidents of high complexity with potential financial and/or regulatory impacts. Partners with cross functional teams and external customers to ensure communications and action plans are established. Ensures timely and cost-effective resolutions are achieved. Liasion for domestic and international regulatory agencies in order to manage product recalls, withdrawals, and recovery.
Distributor Management / Customer Management: Ensures that distributors implement essential quality & regulatory procedures and comply with regulatory standards and regulatory requirements when handling products from end to end. Ensures effective customer management with internal and external stakeholders. Responds to internal and external inquiries in a timely manner.
Auditing: Conducts quality system audits across Asia South to ensure quality compliance across distributors and their agencies. Documents audit summaries and regularly update distributor scorecard during review.
Quality Design Review (QDR): Completes mandatory quality tasks for each gate/step to meet Right-First-Time launch.
Training: Designs and develops corporate-wide training programs for quality issues or programs. Conducts Train the Trainer programs to ensure company operations achieve and maintain quality standards. May conduct training programs for company’s senior leadership and external business partners.
Continuous Improvement: Facilitates process/procedure improvement related but not limited to: change management, incident management, critical product quality issues and overall quality system improvements.
External Partners Management: Qualifying new Co-man and Co-pack, Suppliers, Distributors, Food Service businesses for MEA in terms of quality and regulatory compliance through paper assessments, facility audits, product/artwork review and approval, etc. Support US from Global Licensing project standpoint
Auditing: Conducts quality system audits on External Partners in MEA region as per audit plan to ensure quality & food safety compliance within suppliers. Documents audit summaries and regularly update supplier scorecard during review. This includes maintenance audit
Quality Agreement: Implements quality agreements with every External Partners as per regulatory standards and company requirements. Completes plant information form after qualification and continuously keep the document up to date. Ensure PQS are being developed to ensure product compliance to specification
Complaint Handling: In case of quality or regulatory issues in regards to supplies, leads the discussion and resolves the issues with external partners or sourcing plants.
External Customer Support: Supports Global Licensing, Food Service, Co-man and Co-pack (if applicable) businesses for CHINA, TW and HK in terms of quality and regulatory compliance through paper assessments, facility audits, product/artwork review and approval, etc.
WTR: Support the AEMEA business in the scope of WTR and Hershey Experience, from quality perspective, issues and requirements
Countries Supported: Dubai, Kingdom of Saudi Arabia, and Egypt.
Minimum knowledge, skills and abilities required to successfully perform major duties/responsiblities:
Awareness of various quality & regulatory issues
Hires outside of the US must be fluent in English. Additional language preferred
Cultural business knowledge / acumen required
MEA countries priority in focus: Ensure global standards are being met with regional appropriateness of application where necessary
Up to 30% travel in MEA locations expected
Ability to work flexible hours
Superior communication skills in verbal and written form
Advanced presentation skills
Ability to effectively interact with all levels of employees (from Production operators to VP level)
Ability to explain complex concepts to non-technical audiences
Ability to make business decisions in light of strategic company objectives
Ability to represent Hershey and establish relationships with outside agencies (regulatory, co-manufacturing, suppliers, trade groups, etc.)
Advanced problem solving/trouble shooting skills
In depth understanding of a production / manufacturing environment
Detailed knowledge of regulatory and quality system requirements – PEP, HACCP, Good Manufacturing Process (GMP), etc.
Advanced proficiency in computer programs / software such as Microsoft Word, Outlook, Excel, Power Point, SAP (Recipe Management), Net Weight and QA Trends
Education/Experience:
Education:
B.S. in Food Science, Microbiology, Chemistry or related scientific field
Experience:
Must have a min 3-4 years’ experience in a QRC role for an FMCG food or beverage industry.
Must have strong Verbal and Written English Communication Skills
Must have experience in managing Dubai, Middle East, or Egypt regions
Mut have strong distributor management experience
Experience in managing packaging QRC is highly preferred
Experience in SAP is an advantage
The role requires someone who is open to travel around Middle East and Egypt estimated at 1x a month or 30% annually.
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