Emmerson Packaging is a third-generation family-owned company. We are an industry leader in flexible packaging solutions, and we love what we do We pride ourselves on meeting and exceeding the highest quality standards in everything we do, including adding talented people to our team This passion and pride have won us the distinction of being named one of Canada’s Best Managed companies for 11 years running.

Our Values say it best:

- We enhance our lives by helping others succeed
- We care about our clients, each other, and our communities
- We are responsible for the outcome of our actions
- We strive to do the right thing, even if it costs us

JOB SUMMARY:

The Quality Assurance Process Technician – Quality Notifications manages the intake, assignment, and follow-up of all quality notification types in SAP, including customer complaints, internal non-conformances, vendor quality notifications, and non-quality related notifications. This role ensures that notifications are accurately recorded, assigned to the right owners, tracked, and closed within established timelines. The position requires robust cross-functional communication, organization, and persistence to drive notifications to closure across multiple departments while maintaining compliance with quality system requirements.

JOB TASKS :

- Receives and reviews all incoming quality notifications (customer complaints, internal non-conformances, vendor quality notifications, and non-quality related notifications) to ensure they are accurately and completely entered in SAP.
- Assigns notifications to the appropriate departments, managers, or the SQF Practitioner for food safety-related issues and drives the process from opening to closure by assigning tasks and following up persistently with responsible parties to ensure timely progress, deadlines are met, and documentation is complete.
- Verifies that investigations are complete, accurate, and supported by appropriate root cause analysis and corrective actions before closing notifications.
- Coordinates with Customer Service, Production, Logistics, Accounting, and the Laboratory to ensure timely and complete resolution of complaints and communicate status updates to internal stakeholders as required.
- Monitors complaint system performance including volumes, trends, and processing times, identifies recurring patterns, and communicates findings to the Quality Assurance Manager to support continuous improvement initiatives.
- Contributes to quality performance reports and KPI tracking as required.
- Assigns food safety-related complaints to the SQF Practitioner for investigation and follow-up and supports SQF audit preparation through accurate complaint documentation and record maintenance.
- Maintains accurate and up-to-date records of all complaints and notifications.
- Participation as an internal auditor when required.
- Abides by all Emmerson Packaging Management System policies, procedures, work instructions, and EH&S; regulations.
- Performs other duties as required by the Quality Assurance Manager.

COMPETENCIES:

- Proficiency in Microsoft Office (Word, Excel, Teams).
- Working knowledge of SAP or similar ERP system.
- Strong organizational skills with the ability to manage multiple open files simultaneously.
- Excellent written and verbal communication skills.
- Demonstrated ability to follow up persistently and work effectively across departments.

REQUIRMENTS :

- Secondary school (High School) diploma or equivalent.
- Minimum 2 years of experience in a quality, operations, or customer service role in a manufacturing environment.

PREFFERED:

- College diploma in Quality, Business, or related field.
- Experience working in a flexible packaging or food manufacturing environment.
- Familiarity with SQF or other food safety certification standards.
- Experience with quality notification systems or complaint management platforms.
- Knowledge of root cause analysis methodologies (5 Whys, Ishikawa).
- Experience with Power BI or similar reporting tools.

What's in it for YOU?

- Competitive wages
- Comprehensive health and dental benefits

📌 QUALITY PROCESS TECHNICIAN (Amherst)
🏢 EPC Industries
📍 Amherst