Quality Manager

To lead and manage quality assurance across the Aftersales operation, ensuring that service, repair, warranty, and customer-handling processes consistently meet company and manufacturer/OEM standards. The role will focus on reducing repeat repairs, improving customer satisfaction, driving continuous improvement, and maintaining strong quality performance across the workshop and Aftersales functions.

• Develop and implement quality standards, procedures, and control processes for Aftersales operations.
• Ensure all service and repair activities comply with manufacturer/OEM standards, technical procedures, and company policies.
• Conduct regular quality audits and inspections across workshop, service, warranty, and related Aftersales operations.
• Monitor vehicle repair quality and ensure vehicles are properly inspected before delivery to customers.
• Identify quality issues, repeat repairs, technical defects, and process gaps and ensure timely corrective action.
• Lead root-cause analysis using structured problem-solving methods and implement preventive measures.
• Monitor customer complaints, feedback, CSI/NPS results, and quality-related concerns to identify improvement opportunities.
• Work closely with Service, Technical, Parts, Warranty, and CRM teams to resolve quality issues.
• Establish and monitor quality-related KPIs and provide regular performance reports to management.
• Track repeat repair rates, first-time-fix performance, warranty issues, customer complaints, and service quality indicators.
• Coordinate with OEM/Principal representatives regarding quality audits, technical concerns, campaigns, and corrective actions.
• Ensure compliance with manufacturer audit requirements and prepare departments for periodic quality assessments.
• Develop and maintain quality documentation, checklists, inspection reports, and standard operating procedures.
• Conduct process reviews to identify inefficiencies and implement continuous improvement initiatives.
• Monitor workshop housekeeping, safety, equipment condition, and adherence to required operating standards.
• Train and coach Aftersales staff on quality standards, processes, customer satisfaction, and quality awareness.
• Ensure lessons learned from quality issues are communicated across relevant teams to prevent recurrence.
• Act as the escalation point for major quality-related customer complaints and operational issues.
• Prepare management reports highlighting quality performance, trends, risks, and recommended corrective actions.