Quality Control Analyst; Professional​/Manager

Position: Quality Control Analyst (Professional / Manager)
Location: Ridgeville

Quality Control Analyst (Professional / Manager)

Quality Experience/Dispure Resolution Manager

Location:

Ridgeville, SC or Mahwah, NJ with regular travel

Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market, ensuring rapid, compliant, and customer-centric outcomes on high-impact cases. This role uses structured triage, root-cause learning, and durable countermeasures to prevent reoccurrence.

Note:

All Dispute Resolution Team Members will have a dotted line reporting relationship to this position

What you'll do Governance & Escalation

• Ensure timely escalation and resolution of potential high-impact issues, preparation of fact-based case reports, and decision readiness for leadership reviews.
• Consolidate insights from customer care, roadside assistance, warranty data, and technical reports to inform decisions.
• Chair cross-functional team meetings to review and mitigate active cases.

Dispute Resolution Operations

• Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists, settlements), balancing customer satisfaction, regulatory adherence, and cost.
• Build standardized SOPs or Operations Manuals for mediation, arbitration, and litigation support.
• Establish an Alternative Dispute Resolution (ADR) operating process with Legal and Customer Care, including quality of filings, timeliness, and settlement criteria.

Quality Learning & Prevention

• Convert dispute and critical case signals into root-cause learning and preventive actions (technical journals, service guidance, retailer enablement) in collaboration with Technical Support.
• Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support (RTS) and field teams to improve case quality, clarity, and cycle time.

Compliance, Audits & Management Systems

• Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action).
• Integrate Business Continuity principles for critical activities, ensuring continuity of dispute operations during disruptions.

Analytics, Reporting & KPIs

• Co‑develop cross‑functional KPI's and priorities with involved business units.
• Develop a dispute analytics dashboard (warranty, buyback/trade‑assist, customer care signals) with weekly trend reviews and monthly executive reporting.
• Track and improve cycle time to resolution, buyback/trade‑assist count & cost, re‑occurrence rate, and customer satisfaction outcomes.

Success Measures

• Establish working processes and governance.
• 100% adherence to escalation and documentation standards.
• Evidence of preventive actions leading to measurable decline in repeat dispute drivers.
• Measurable reduction in buyback/trade‑assist volume and cost.

Key Interfaces

• Warranty Operations (policy, payments, buyback/trade‑assist governance)
• Technical Helpdesk & Field Technical Support (case quality, guidance)
• Customer Care (case intake quality, customer communications)
• Legal & Compliance (ADR strategy, litigation support)
• Retailer Network & Market Teams (execution and customer outcomes)

What you'll bring Must-have

• Bachelor Degree in Engineering, Business, or related experience (advanced degree a plus).
• 5–10+ years in automotive service quality, warranty, customer care operations, or product compliance with measurable outcomes in escalations/disputes.
• Demonstrated experience running structured escalation frameworks and preparing cases for executive decision forums.
• Operational knowledge of ADR pathways and settlement levers in a warranty/consumer context.
• Familiarity with ISO 9001 processes and audit evidence requirements.
• Strong analytics and storytelling skills; ability to turn noisy case data into clear priorities and actions.

Nice-to-have

• Experience with Business Continuity constructs (BIA, critical impact lists, RTO/MAO).
• Exposure to U.S. automotive compliance and authority interactions.
• Background in continuous improvement/Lean problem solving.
• Leadership & Competency Profile:
  Drives outcomes through clear governance, coaching, and performance management.
• Digital leadership mindset: frames purpose, empowers teams, and uses data dashboards to steer operations.
• Compliance & risk orientation: balances customer outcomes, cost, and regulatory exposure; ensures audit-ready controls.

Working Conditions

• On-site in Ridgeville, SC or Mahwah, NJ with regular travel for stakeholder alignment, reviews, mediations, and audits.
• 25% travel expected.
• Participation in off-hours critical incident calls when required.

Salary Range

$79,834 to $119,751 per year

Compensation is determined based on experience, qualifications, internal equity, location and company guidelines.

Ridgeville, SC, US, 29472 Mahwah, NJ, US, 07430

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