Food & Promo Quality Specialist

About the Lavazza Group

From a small store in Turin to a large, internationally recognized group: we are present in 90 countries around the world, with over 5,000 employees and 30 companies, managed directly and indirectly by the Luigi Lavazza Spa parent company, which distribute and market our products and coffee machines. In addition to Lavazza, the following brands are also part of our Group: Carte Noire, Merrild, Kicking Horse, Eraclea and Whittington tea.

Joining Lavazza means doing business with passion, knowing that the impact of our work goes beyond the quality of the production chain. We are a big family and are constantly looking for new talents who share our values and can enrich our team. We combine competitiveness with social and environmental responsibility as we create superior quality products available for consumption both at home and out of home, and distributed through all channels: Retail, Foodservice, Office Coffee Service (OCS), and Vending. Our strong, diversified presence enables us to offer consumers and clients perfectly suited solutions, for any occasion and time of day.

Job Overview

At Lavazza North America, the Food & Promo Quality Specialist is essential to understanding both Lavazza quality methods and the Voice of the Customer (VoC). Their purpose is to ensure product safety, conformance, and quality meet or exceed consumer expectations. This role is expected to utilize the VoC and collaborate with other departments to enhance product quality of new and existing products. For existing products, they will investigate consumer claims: determine top concerns to focus business efforts and provide robust corrective actions to minimize complaints. For new products, they will qualify developing products following Lavazza’s New Product Development (NPD) process and verification of product deliverables. It is critical this role deliver accurate and timely results and ensure all products meet quality targets. The Food & Promo Quality Specialist will adhere to Lavazza standardized processes, support product initiatives, and deliver efficiencies to the business.

Job Responsibilities

• Follow NPD process for developing products: benchmarking to industry standards, baselines of existing products, development of quality targets, review and analyse gate deliverables for critical issues.
• Act as “voice of the customer/consumer” for both new and existing products; defect classification, data trending, perception of product functionality or aesthetics, investigation of product issues.
• Present and make recommendations to the business on technical solutions to improve the quality and food safety of developing and existing products.
• Define and deploy the testing strategy to provide meaningful results in support of compliant/non-compliant product.
• Coordinates with other quality and cross-functional teams (e.g., production, R&D, Customer care) to ensure alignment of quality requirements and specifications for coffee machines, food & promo products.
• Implements product quality procedures and standards, conducting regular audits to ensure compliance with industry quality standards, regulations, and customer expectations.
• Monitors and evaluates product quality performance on the market, monitoring industry trends and evaluating feedback from the market, consumers, and various stakeholders regarding the product quality.
• Investigates and analyses the causes of any quality-related issues that arise, identifying the root causes of problems, including customer complaints or non-compliance with quality standards, and developing preventive actions.
• Manage complaint handling process ensuring accurate and meaningful responsiveness to customers.
• Trend complaint data, evaluate/investigate for further action, and report to broader team.
• Assign and follow up on corrective actions for product and process improvements as applicable to resolve recurring or trending complaints.
• Utilize quality systems to receive, research, and resolve consumer complaints.
• Uses data and insights from feedback and analysis to promote continuous improvement in product quality, collaborating with cross-functional teams and suppliers (e.g., production, R&D, Customer care) for product development and innovation.
• Ensures accurate and up-to-date records of product quality-related activities, quality performance, trends, and recommendations for improvement.
• Monitors KPIs and metrics related to product quality, providing reports and recommendations to senior management.

Job Qualifications

• Four-year college degree from an accreditted institution, science-based or related field
• 2+ years working in quality related field
• Skilled at product investigations, collaboration, and both written and verbal communications
• Knowledge and understanding of manufacturing systems
• Investigative problem-solving skills
• Ability to meet deadlines
• Self-motivated
• Strong attention to detail
• Experience with laboratory techniques and equipment
• Computer/quality systems background
• Experience with computer systems (Excel, Power BI, quality and complaint systems)
• Application of manufacturing knowledge and its effect on product quality

Benefits/Perks

• Competitive Medical, Vision, Dental Benefits
• 401K Package
• Employee Assistance Program
• Hybrid Work Schedule
• Ability to be barista certified
• Tuition Reimbursement
• Performance Development Plans
• Employee Discounts
• Summer Friday’s (Memorial Day Weekend – Labor Day Weekend)
• Flexible business casual dress code - jean friendly!
• Free coffee, anytime!

Lavazza is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

Lavazza prohibits discrimination and harassment of any type and affords equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Key skills/competency

• Product Quality Assurance
• Food Safety
• Voice of the Customer (VoC)
• New Product Development (NPD)
• Corrective Actions (CAPA)
• Complaint Handling
• Data Analysis
• Quality Audits
• Cross-functional Collaboration
• Manufacturing Systems