Quality Manager

Overview

The Quality Manager will oversee and direct quality assurance activities within the Aftersales department, ensuring that services such as repairs, warranty processes, and customer interactions align with both company and manufacturer/OEM standards. This position emphasizes minimizing repeat repairs, enhancing customer satisfaction, fostering ongoing improvements, and maintaining high-quality performance throughout workshop and Aftersales operations.

Key Responsibilities

• Create and enforce quality standards, procedures, and control mechanisms specific to Aftersales functions.
• Guarantee all maintenance and repair tasks adhere to the technical guidelines and policy requirements of manufacturers/OEMs and the company.
• Perform routine quality audits and inspections across all Aftersales areas including workshop, service, and warranty.
• Oversee the quality of vehicle repairs, ensuring that inspections before customer delivery meet standards.
• Detect quality deficiencies, recurring repairs, technical faults, and process weaknesses, facilitating prompt corrective actions.
• Lead root-cause analyses through structured problem-solving techniques and apply preventive solutions.
• Track customer feedback, complaints, CSI/NPS metrics, and other quality concerns to find enhancement opportunities.
• Collaborate with Service, Technical, Parts, Warranty, and CRM teams to address quality challenges.
• Define and monitor quality KPIs, and regularly report performance metrics to management.
• Analyze repeat repair ratios, first-time-fix rates, warranty complaints, and overall service quality indicators.
• Liaise with OEM or Principal representatives regarding audits, technical updates, corrective measures, and campaign management.
• Ensure adherence to manufacturer audit demands and prepare teams for scheduled quality inspections.
• Develop and update quality documentation including SOPs, inspection forms, and checklists.
• Review operational processes to uncover inefficiencies and introduce continuous improvement projects.
• Supervise workshop maintenance, safety practices, equipment status, and compliance with operational standards.
• Provide training and mentorship to Aftersales employees on quality protocols, customer satisfaction, and quality mindfulness.
• Communicate lessons learned from quality issues broadly to prevent repeat occurrences.
• Serve as the main point for escalation regarding significant quality-related customer issues and operational concerns.
• Produce management reports detailing quality performance trends, risks, and suggestions for corrective actions.