Senior Quality Analyst (After Sales)

OMODA & JAECOO Brasil; São Paulo; Presencial; BRL 90 000 - 120 000; Tempo integral

Resumo da oferta

OMODA & JAECOO Brasil is seeking a post-sales coordinator to design and implement the dealership's post-sales process, including customer reception, scheduling, and service timing. You will develop detailed guides and workflows to standardize interactions and focus on customer satisfaction by coordinating with SAC and Reclame Aqui.

The role involves identifying root causes with external SAC teams, directing issues to internal departments, and acting as a liaison between customers and internal

Qualificações

• Experience in the automotive sector is mandatory.
• Strong communication with clear and professional expression.
• Problem-solving mindset, proactive, and resourceful.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Analytical skills to track KPIs and propose improvements.

Responsabilidades

• Collaborate with Eric to design and implement the post-sales process for the dealership (customer reception, scheduling, service time, etc.).
• Develop detailed guides and workflows to standardize customer interactions.
• Focus primarily on customer satisfaction, working with third-party post-sales support (SAC and Reclame Aqui).
• Conduct meetings with the external SAC team to identify root causes and direct issues to internal departments.
• Act as an intermediary between customers and internal teams, occasionally engaging directly with clients when necessary.
• Monitor and analyze quality KPIs, including Customer Service I, Reclame Aqui score, and NPS.

Conhecimentos

Automotive experience

Communication skills

Problem-solving

Analytical skills

Cross-functional collaboration

Independence

Descrição da oferta de emprego

Chery is a leading Chinese automotive company with a diverse portfolio that includes the R&D, production, and sales of passenger cars, commercial vehicles, mini cars, specialty vehicles, and powertrain systems. With over 8.75 million vehicles sold globally, Chery serves customers in more than 80 countries and regions worldwide.

Omoda & Jaecoo is an innovative new brand under the Chery Group, operating independently from other Chery brands. It focuses on cutting-edge design and technology in the production and sales of passenger vehicles.

Responsibilities

• Collaborate closely with Eric to design and implement the post-sales process for the dealership (customer reception, scheduling, service time, etc.).
• Develop detailed guides and workflows to standardize customer interactions.
• Focus primarily (70%) on customer satisfaction, working with our third-party post-sales support (SAC and “Reclame Aqui”).
• Conduct meetings with the external SAC team to identify root causes (e.g., missing parts, delivery delays) and direct issues to the appropriate internal department.
• Act as an intermediary between customers and internal teams, occasionally engaging directly with clients when necessary.
• Monitor and analyze quality KPIs, including Customer Service I, Reclame Aqui score, and NPS.

Requirements

• Experience in the automotive sector is mandatory
• Strong communication with clear and professional expression.
• Problem-solving mindset, proactive, and resourceful.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Analytical skills to track KPIs and propose improvements.

Location