Job Summary
The Quality Care Manager is responsible for ensuring exceptional customer experience and maintaining quality standards across all dealership operations, including sales, after-sales service, customer support, and delivery processes. The role focuses on monitoring customer satisfaction, implementing quality improvement initiatives, ensuring compliance with manufacturer standards, and enhancing overall dealership performance.
Key ResponsibilitiesCustomer Experience
- Monitor and improve customer satisfaction across sales and service operations.
- Ensure every customer receives a premium showroom experience.
- Address customer complaints promptly and ensure timely resolution.
- Conduct follow-up calls after vehicle delivery and service visits.
- Analyze customer feedback and identify improvement opportunities.
Quality Assurance
- Implement and monitor dealership quality standards and SOPs.
- Conduct regular audits of showroom, workshop, and customer touchpoints.
- Ensure compliance with manufacturer and dealership quality guidelines.
- Monitor adherence to delivery checklists and service processes.
Process Improvement
- Identify operational gaps and recommend corrective actions.
- Develop and implement continuous improvement initiatives.
- Standardize customer-facing processes to improve consistency.
- Monitor process compliance through regular inspections.
Customer Feedback & CSI
- Track Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
- Analyze survey results and prepare action plans for improvement.
- Work closely with department heads to achieve customer satisfaction targets.
- Monitor online reviews and recommend service improvements.
Training & Coaching
- Train sales consultants, service advisors, and customer relationship executives on quality standards.
- Conduct customer service and communication workshops.
- Ensure employees understand dealership SOPs and customer handling protocols.
Documentation & Reporting
- Prepare weekly and monthly quality performance reports.
- Maintain records of customer complaints, audits, and corrective actions.
- Present quality improvement reports to senior management.
Compliance
- Ensure compliance with manufacturer audits and dealership standards.
- Coordinate internal and external quality assessments.
- Support dealership certification and quality initiatives.
Qualifications
- Bachelor's degree in Business Administration, Automobile Engineering, Marketing, or a related field.
- Certification in Quality Management or Customer Experience is an advantage.
Experience
- 3–6 years of experience in automobile dealerships, customer service, quality assurance, or dealership operations.
- Experience in handling customer satisfaction programs and dealership audits is preferred.
Required Skills
- Strong customer relationship management skills.
- Knowledge of dealership sales and service processes.
- Excellent communication and interpersonal skills.
- Analytical and problem-solving abilities.
- Leadership and team coaching skills.
- Proficiency in Microsoft Office and CRM/DMS software.
- Strong attention to detail and process orientation.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI) score.
- Net Promoter Score (NPS).
- Customer complaint resolution time.
- Number of repeat complaints.
- Audit compliance score.
- Vehicle delivery quality score.
- Mystery shopping performance.
- Online customer review ratings.
- Process compliance percentage.
- Employee training completion rate.
Competencies
- Customer-first mindset
- Quality orientation
- Leadership
- Communication
- Problem solving
- Team collaboration
- Accountability
- Continuous improvement
- Professionalism
Working Conditions
- Full-time dealership role.
- Regular interaction with customers, sales consultants, service advisors, and workshop staff.
- Availability to work weekends and holidays as per showroom schedule.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
