Quality Specialist Aftersales

Job Description – Quality Specialist

Position Summary: As the After Sales Quality Specialist, you will oversee the quality assurance processes within the after-sales department, ensuring product quality and customer satisfaction. This role involves managing and analysing quality data, resolving complaints, coordinating recalls, and collaborating with multiple departments to continuously enhance after-sales services. This position is crucial for maintaining high standards in customer service and quality assurance, fostering long-term trust with clients.

Key Responsibilities

1. Quality Data Collection and Analysis:

• Gather and analyze quality performance data from OEMs/clients, including claims, deductions, fines, PPM (Parts Per Million), and IPTV (Incidents Per Thousand Vehicles), reported by month, quarter, and year.
• Maintain consistent reporting on quality issues and escalate concerns to HQ when necessary.

1. Issue Analysis and Reporting:

• Conduct pre-analysis and sorting of quality issues, ensuring systematic escalation of critical problems to HQ.
• Maintain internal reporting to track ongoing quality issues and resolutions.

1. Product Launch Supervision:

• Lead quality assurance efforts during new product launches, ensuring compliance with quality standards and addressing any launch-related issues promptly.

1. Quality Improvement and Technology Upgrades:

• Identify and implement quality improvement projects, leveraging after-sales big data to address recurring issues.
• Manage and track technology upgrades, collaborating with relevant teams to ensure smooth integration.

1. Recall Management:

• Oversee the filing and management of product recalls, ensuring proper documentation and follow-up with affected clients and OEMs.

1. Annual Quality Work Planning:

• Work with the After-Sales Supervisor to develop the department’s annual quality plan, setting objectives and delegating tasks to team members.

1. Quality Assurance System Enhancement:

• Assist in establishing and refining the quality assurance system to promote total quality management (TQM) across the department.

1. Complaint and Returns Management:

• Publish quality feedback and complaints from clients on the internal Office Automation (OA) platform.
• Analyze and manage product returns, coordinating corrective actions to prevent recurring issues.

1. Cross-Departmental Collaboration:

• Work closely with R&D, procurement, warehousing, suppliers, production, engineering, and logistics teams to address and resolve various quality concerns, driving continual improvement.

Qualifications

Educational Background:

• Bachelor’s degree or higher, preferably in Mechanical Design and Manufacturing, Mechatronics, Automotive Engineering, Chemistry, or a related field in science or engineering.

Experience:

• At least 2 years of experience in quality management within the automotive sector, ideally with a focus on production or supplier quality management.

Technical Knowledge and Skills:

• Strong understanding of automotive after-sales service management, including the application of the five core automotive quality manuals.
• Proficiency in quality laws and regulations, with hands-on experience in quality management tools, such as DOE (Design of Experiments), FMEA (Failure Modes and Effects Analysis), MSA (Measurement System Analysis), and SPC (Statistical Process Control).

Language and Software Proficiency:

• Fluent in English. Dutch, French is a plus.
• Proficient in Microsoft Office, especially for data analysis and reporting.

Personal Qualities:

• Outgoing and responsible, with the ability to work effectively under pressure.
• Strong communication and coordination skills, with a focus on teamwork and continuous improvement.
• Exceptional numerical and statistical analysis skills, with strong logical thinking abilities and attention to detail.