Senior Quality Analyst (After Sales)

OMODA & JAECOO Brasil; São Paulo; On-site; BRL 150,000 - 190,000; Full time

Job summary

OMODA & Jaecoo Brasil is seeking a proactive professional to design and implement the dealership’s post-sales process, create standard workflows, and drive customer satisfaction. You will liaise with third-party post-sales support and internal teams to ensure smooth service experiences.

The role emphasizes collaboration with cross-functional teams, data-driven KPI monitoring, and proactive problem resolution to enhance overall customer satisfaction and loyalty.

Qualifications

• Experience focusing on customer satisfaction and service quality.
• Ability to track and interpret KPIs (CSAT, NPS, Reclame Aqui).
• Strong communication, both written and spoken, with professionals and customers.

Responsibilities

• Collaborate with teams to design and implement the post-sales process for the dealership.
• Create detailed guides and workflows to standardize customer interactions.
• Lead efforts focused on customer satisfaction (70%) working with SAC and Reclame Aqui.
• Conduct meetings with external SAC to identify root causes and route issues internally.
• Serve as an intermediary between customers and internal teams, engaging with clients when needed.
• Monitor and analyze quality KPIs including CSAT, Reclame Aqui score, and NPS.

Skills

Customer satisfaction

KPI tracking

Analytical thinking

Clear communication

Cross-functional collaboration

Problem solving

Job description

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.