RMS SPOC at Infiniti Retail Ltd.
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Croma - Lead - Quality Repair Services (5-15 yrs)
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
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