Quality Assurance Specialist

JOB DESCRIPTION:

1. Conduct analysis of Net Promoter Score (NPS) for both Sales and After-Sales services; identify root causes of low scores and implement solutions for improvement.

2. Analyze Mystery Shopper performance scores to uncover service gaps and recommend actionable strategies to enhance customer experience.

3. Handle pre-sales issues related to vehicles and other associated business areas, ensuring smooth operations and customer satisfaction.

4. Address and resolve after-sales issues, including service-related concerns and support for related businesses.

5. Lead initiatives to improve dealer service quality in both sales and after-sales channels, including training, process optimization, and performance monitoring.

6. Connect with the market side, assist in handling social media complaints or public opinion control and other related work.

7. Conduct regular benchmarking of competitor models and services within the Malaysia market to provide insights and support strategic planning.

Requirements:

1. Bachelor's degree in Engineering, preferably in Automotive, Mechanical, Industrial or related

2. Having at least 3 years of experience in automotive industry, or a related field

3. Able to communicate in Mandarin are welcomed

4. Must possess driving license

5. Must know how to use MS Excel/Word and email

6. Willing to travel around Malaysia/ other countries