We are looking for a highly skilled and detail-oriented Quality Assurance Specialist to join our team. In this role, you will be responsible for managing and enhancing quality performance to meet company standards.
Responsibility:
- Conduct Net Promoter Score (NPS) analysis for both Sales and After-Sales services; identify root causes of low scores and implement corrective actions to drive improvement.
- Analyze Mystery Shopper performance results to identify service gaps and recommend actionable strategies to enhance the customer experience.
- Manage pre-sales issues related to vehicles and associated business areas, ensuring smooth operations and high customer satisfaction.
- Address and resolve after-sales concerns, including service-related matters and support for related business functions.
- Lead initiatives to enhance dealer service quality across sales and after-sales channels, including training, process optimization and performance monitoring.
- Collaborate with market teams to manage social media complaints, public opinion and other related tasks.
Qualifications:
- Bachelor's degree in Engineering, preferably in Automotive, Mechanical, Industrial or a related discipline.
- Minimum of 3 years experience in the automotive industry or a related field.
- Proficiency in Mandarin is an advantage.
- Valid driving license required.
- Proficient in MS Excel, Word, and email communication.
- Willingness to travel within Malaysia, the Philippines, Australia and other countries.
