Welcome to Britannia Industries. We are a company with a 130 +Years legacy of creating snacks full of exciting goodness! Our journey began in 1892 when a group of businessmen in Kolkata, formed a company to manufacture biscuits. Over the years, our product portfolio has expanded to include a range of delicious and nutritious snacks that are loved by people across the country. Today, we serve a billion people across India, on various consumption occasions catering to different tastes. Our products are available in every corner of the country. Tasty food is integral to good living, and we take great pride in providing products that are not only delicious but also nutritious. Our vision is to be a Responsible Global Total Foods company. We believe that food should be both tasty and healthy, and our product portfolio reflects this vision. From our classic biscuits and cakes to our new range of healthy snacks, we are committed to offering products that are good for you and good for the planet. At Britannia, we are constantly working towards making exciting new products for all consumer segments and consumption occasions. Our R&D team is passionate about developing innovative products that reflect evolving consumer preferences. We believe that innovation is key to our success, and a key reason for our leadership in the market. Our product portfolio includes a wide range of biscuits, cakes, and snacks that are loved by people of all ages. Our classic biscuits such as Good Day, Marie Gold, and 50-50 are household names in India.
- Job Code: BI-94590
- Location: Chennai, Tamil Nadu, India
- Position: 1
- Required Experience: 2 – 10 Years
- Regional Quality Officer
- Location- Regional Office
Role Objective:
Customer Complaint management, Driving ISO certification/ CQI etc for the region
Key Responsibilities:
1. Customer Complaint Management
Establish first contact with consumers, record grievances, and coordinate sample retrieval through Sales/Region/Plant/Awign teams.
Arrange consumer replacement packs through Factory, Regional Office, or Sales
Raise CIRs, obtain & review CAPA from plants, ensure timely & effective closure.
Ensure complete complaint closure including system updates
2. ISO & Quality System Audits – CP Units
Plan and support ISO audits ( ISO 22000 / FSSC, as applicable) for CP units.
3. CQI Management
Coordinate regional CQI activities and data consolidation.
Drive CAPA with CPs based on CQI trends and insights.
Monitor effectiveness of actions & ensure sustained improvement in CQI scores.
4. Artwork Approvals
Review & approve artworks for compliance with regulatory/ internal standards.
5. Reports & Cross Functional Activities
Maintain accurate complaint, audit, and CQI records in defined systems.
Prepare and circulate monthly dashboards covering complaint and quality KPIs.
Liaise with CQA, Operations, Legal, and Regulatory teams as required.
Qualifications & Experience:
Degree/PG in Food Technology / Microbiology / Chemistry.
5–10 years of experience in Quality Assurance, Customer Complaints, or Audits within food manufacturing, preferably with CP exposure.
Strong working knowledge of ISO standards, QMS, RCA, CAPA, and food
safety systems.
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