QUALITY COORDINATOR I

Description

Job Summary: Responsible for planning, coordinating, and monitoring employee development to ensure service quality and compliance with manufacturer standards. Key Highlights: 1. Planning and coordination of employee development 2. Monitoring and ensuring the quality of customer service 3. Management of manufacturer's standards and procedures **Job Description:** ---------------------- \- Responsible for planning, coordinating, and monitoring employee training and development; \- Monitor/compile daily customer satisfaction data. \- Register and train sales and after-sales teams on the portal, assigning passwords and permissions according to roles; \- Conduct sample-based monitoring of customer interactions handled by sales and after-sales teams, verifying adherence to quality service steps; \- Perform sample-based analysis of customer feedback from NPS/VOC/GOOGLE RA, assessing both volume and quality of information; \- Systematically analyze internal satisfaction survey reports (NPS) from the dealership and those from the manufacturer's portal; \- Guide teams on manufacturer-mandated service processes and information recording, as needed; \- Implement actions proposed by regional managers, director, and regional manager, and assume full responsibility for their complete execution; \- Hold meetings whenever necessary to discuss quality indicators and processes. Monthly meetings with management and leadership teams are mandatory. \- Manage manufacturer standards and procedures across both departments; \- Collaborate with the director and store management to achieve target scores and rankings in manufacturer audits and manufacturer programs. \- Monitor service steps and standardization of information and processes in accordance with manufacturer requirements; \- Ensure employee attendance at in-person training sessions by providing necessary support; \- Develop action plans to resolve customer dissatisfaction issues and monitor their implementation. **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Benefits:** --------------- Semi-annual PPR (Profit Participation Program) On-site cafeteria or meal allowance (depending on location) Transportation allowance Health insurance – Unimed Dental insurance – Porto Seguro Life insurance – Saga Insurance Brokerage Saga Support – Psychological Support Program Wellhub – Gym partnership program SESC partnership University partnership Discounts on vehicle and product purchases **Work Location:** ---------------------- SAGA PANTANAL COMERCIO DE VEICULOS LTDA **Working Hours:** ------------------------ MONDAY TO FRIDAY AND SATURDAY