Croma - Lead - Quality Repair Services

Croma- Lead Quality Repair Services

- Build a quality policy, proactively drive it with the relevant Value added services teams

Service Quality management:

- Structure a QA system for monitoring repair performance by Technicians and service providers

- Define a structured approach to repair and maintenance services with a view to ensure Quality Assurance and consistency across the network of service providers

- Ensure routine post facto Quality audits are planned and document the non-compliances, exceptions etc., and follow through for Action taken or process enhancements, as required

- Create a random audit of all Service requests for tracking accuracy of diagnosis and quality of repair

- Develop team for managing on ground Quality assurance and tracking

Service Quality efficiency & tracking

- Develop a Quality strategy to ensure it becomes a part of service delivery teams culture

- Engage with Service delivery head to build proactive diagnosis modules for standard symptoms to ensure lower repair TAT

- Routine training and testing of on ground technicians, Service centre staff for quality assurance and service delivery (through L&D team)

- Track Service quality Weekly / Monthly / Quarterly and develop action plans to improve key indicators for service quality improvements

- Ongoing process management to ensure consistency in Service delivery by technicians and service centre teams

- Periodic real time interventions / inspections to understand complexities of technician service delivery on ground

- Develop standard methods to ensure Technicians and all related Service delivery teams are working with a consistent approach while ensuring service delivery

- Track breach of TATs / SLAs to understand the reasons and ensure Root cause analysis is done to prevent repetitive breaches.

- Develop quality processes to ensure all services are delivered within the safety and compliance norms

Desired Candidate:

- 15+ years of experience of working in Service delivery organizations

- Past experience of Service delivery for consumer goods/service business will have an advantage.

Competencies required:

- Leadership

- Planning and organising

- Detail oriented

- Problem solving and solution oriented approach

- Good inter personal skills

- Strong communication skills

- Team player

- Strong Industry knowledge about devices and how to repair them

- Analytical skills

- IT and process driven

- Knowledge of Quality standards

- Multitasking

- Six Sigma or equivalent certified (preferred)

Area of exposure:

- Repair services

- Quality Assurance and management

- Large multi-location team management

- Quality documentation and analysis

Candidate must be having 60% in all the academics.

Education: Postgraduate / MBA in Quality or Operations Management

Language: Able to speak good Hindi & English