Market Quality Operation Specialist – Ice Cream at Unilever

Category/function introduction:

• Quality is a key driver of competitive advantage in the Ice Cream business. The Market Quality Operation plays a crucial role in embedding a strong culture of quality within the business unit, ensuring every product delivers the best experience and delights our consumers.

Key Responsibilities

• End-to-end quality Cold Chain responsibility across the entire South Africa region: Primary and Secondary (Warehouse & Transportation), Tertiary (Distributors, Concessionaries, Customers -cabinets, and freezers).
• Ensure Warehouse and Transportation quality requirements, including external certifications when applied.
• South Africa Collaborative Manufacturing (CM’s)Quality Management, Audits &continuous improvement, and metrics. (Including external certification).
• South Africa Re-packer Quality Management, Audits, continuous improvement and metrics.
• Member of the BU Quality Team and partnering with South Africa stakeholders’ team.
• Collaborate with cross-functional teams and customers to address quality issues and drive continuous improvement initiatives.
• Investigating customer & consumer complaints and implementing corrective and preventive actions to address quality issues and prevent recurrence. Tracking CCPMU/ Customer data and sharing trends/insights with BU Quality team and South Africa LT.
• Establish and maintain strong relationships with key customers to ensure E2E quality standards.
• Develop, implement, and control the Quality Management System (QMS) to ensure full compliance with our products - (including Local Legislation requirements)
• Coordinate the development of training materials.
• Driving all compliance and regulatory matters with local & international (in case of importation & exportation) regulatory bodies.
• Ensure, lead, and execute ICQA (Inter Company Quality Agreements) in case of importation process.
• Maintain an effective Change Management system to ensure business changes are effectively managed.
• Investigate quality issues (Non-conformances) and failures, lead Critical Event Processes, and apply Corrective and Preventive Actions (CAPA) to prevent recurrence. Ensure that improvements to products and procedures can be identified and fixed.
• Monitor & manage critical consumer complaints. In case of marketplace issues or incident-related product safety/quality, support local IMT and E2E investigation. Ensure actions are in place and Learnings shared with the business

Professional Skills & Competencies

• Strong knowledge of food safety regulations and standards: Ensuring compliance with regulations such as HACCP, FSSC22000, and local food labeling requirements.
• Proven experience in quality management within Food companies.
• Excellent problem-solving abilities, analytical skills, and attention to detail.
• At least 3 years of relevant experience as a quality leader.
• Experience in virtual teamwork.
• Auditing skills and clear understanding and ability to assess and act upon product safety, quality, efficacy, and compliance risks.
• Proactive approach: Anticipating potential quality issues, implementing preventive measures, and continuously seeking opportunities for improvement.