Purpose of the Job:

Ø To ensure the effective quality management and technical support for operation.

Ø The role ensures a focus on compliance both internal and external this includes legal compliance and customer focus around the motor breakdown service provided to the clients. 

Requirements:

Ø Bachelor or above

Ø Minimum 5-8 years working experience in quality control relevant position, multinational company background preferred.

Ø Have good knowledge and skills on SLA standards and quality management

Ø Well organized, pro-active and willingness to learn;

Ø Excellent communication, training and presentation skills

Ø Good command of English and Mandarin (verbal and written);

Ø Excellent reporting skills, ability to express in a clear and concise way, whether by written or verbally;

Ø Excellent communication and coordination skills

Ø Team player

Ø Critical about problems and existing processes, open-minded, solution oriented

Ø Proficient in office software, especially in Word, Excel and PowerPoint

Ø High attention to details  .

Job Descriptions:

Developing and maintaining a class-leading 3rd party network

Ø Ensure high level of internal and external customer service

Ø Investigate and correct customer issues, complaints and damage cases

Ø Develop and analyse statistical data to determine standards and to establish a reliable and quality service

Ø Develop standards for quality as well as health and safety

Ø Provide technical and statistical expertise to network team

Ø Create, document and implement inspection criteria and procedures

Ø Design, develop and implement quality related training programs

Ø Formulate, document and maintain quality control standards and on-going quality control objectives

Ø Developing innovative strategies to ensure that the network is fully engaged with our business objectives around service, quality, cost, safety, regulatory compliance and information sharing

Ø Responsible for analysing  customer satisfaction and loyalty programs , and sharing results and action plans with the network

Ø Responsible for ensuring that an effective network performance management framework is in place which supports contractual and business objectives

Case management and customer advocacy

Ø Working closely with the operation to ensure a joined up approach to case management which delivers a class-leading and cost effective service

Ø Assist with network related action plans arising from customer and colleague feedback

Ø Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions

Ø Adherence to the Treating Customers Fairly guidelines

Ø Responsible for document management of contractor information to ensure compliance

Ø Supporting the Finance team with network invoice queries and making decisions within agreed authority limits

Claim cost and leakage

Ø Ensuring that target average job costs are achieved

Ø Assist to identify new ways to reduce costs whilst maintaining service quality

Ø Assist to ensure that decisions for the network and on specific claims are aligned with leakage objectives

Ø Assist to achieve agreed leakage targets and participate when required at internal audit meetings

Accurate and timely management information

Ø Support the provision of management information on network performance for assigned providers.  

Ø Analyse ‘Network League Table’ showing key performance indicators and share findings with the network team

Project management

Ø Support the Network team with related business improvement projects and deliver to agreed objectives

Ø Work closely with other members of the team to ensure effective communication of project goals and delivery

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