Quality Assistant - Contagem/MG

Description

Job Summary: We are seeking a Quality Assistant to evaluate customer satisfaction with the dealership through surveys and identify areas for improvement for Managers. Key Highlights: 1. Evaluate customer satisfaction in Sales and After-sales. 2. Identify improvement opportunities for Managers and Executive Leadership. 3. Resolve customer dissatisfaction and ensure excellence in service. We are a multi-brand group engaged in the sale of new and used vehicles, accessories, vehicle leasing (consortiums), fleet management, insurance, after-sales services performed across our network of dealerships, and vehicle rental (mobility). We are looking for a **Quality Assistant** to **evaluate customer satisfaction with the dealership in Sales and After-sales via telephone surveys and emails, reporting survey results to responsible Managers and indicating areas for improvement, ensuring full customer satisfaction.** If you are agile, customer-focused, and committed to excellence in results, join our ***team***! ***We are NewChase and we grow together!*** **Responsibilities and Duties** * Record all customer feedback collected during surveys using corporate systems, to alert Managers and Executive Leadership about improvement opportunities and customers’ perception of service delivery; * Conduct customer satisfaction surveys with Sales customers (those purchasing new vehicles) and After-sales customers (those receiving warranty-related services), via telephone calls or emails, generating reports summarizing both positive feedback and complaints (RAC – Customer Service Complaint), to document customer perception so that Managers can promptly address cases of dissatisfaction or low scores; * Resolve minor customer dissatisfaction regarding the dealership’s service process—often caused by insufficient explanations—to ensure customers award the highest possible score in the manufacturer’s survey; * Generate weekly or biweekly reports on conducted surveys for use in quality meetings with the Sales or After-sales teams, supporting continuous improvement in service and operational processes; * Complete in-person and web-based training courses provided by the manufacturer and the company, following the training schedule issued by the Human Resources Department, to ensure certification and maintain the performance index required by the manufacturer; * Maintain equipment and tools assigned to your role, commit to proper use of PPE (Personal Protective Equipment) and collective protective equipment, demonstrate care for company assets, and support resource preservation; * Keep your immediate supervisor informed about task progress under your responsibility, seek solutions to encountered issues, and enable effective activity monitoring by management; * Perform other tasks as delegated by the area manager; * Respect the needs, integrity, expectations, and privacy of our customers, colleagues, third parties, suppliers, communities, institutions, and government entities, to uphold the Group’s Code of Ethics. **Requirements and Qualifications** * Completed high school education; * Experience in Customer Service; * Conflict Management skills; * Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). *The \#GrupoNewChase is your place!* **Additional qualifications considered advantageous:** * Familiarity with Apollo and Syonet tools; * Experience in automotive dealerships. **Additional Information** **What We Offer:** * Competitive market-based salary; * Health insurance plan; * Dental insurance plan; * Meal or food allowance; * Transportation allowance; * Life insurance; * Wellhub (formerly Gympass) — extendable to up to 3 dependents; * Free telemedicine — extendable to spouse, children; * Psychological counseling — extendable to spouse, children; * Discounts on fully online undergraduate, postgraduate, MBA, and English courses; * Corporate University; * Employee recognition program based on tenure; * Maternity care program. **WE ARE THE NEWCHASE GROUP AND WE GROW TOGETHER** We are a national mobility group recognized for excellence in the automotive market, with over 30 years of outstanding service and sustained growth. Our journey began in 1991 in Vitória da Conquista/BA, and today we operate across eight Brazilian states (Alagoas, Bahia, Ceará, Minas Gerais, Pará, Pernambuco, Sergipe, and Tocantins). Over the years, we have significantly expanded our operations, currently operating more than 40 dealerships representing Toyota, Lexus, BMW, Mini, Audi, Volvo, Chery, Chevrolet, Hyundai, Volkswagen, and GNC Seminovos. Additionally, we operate the Customer Retention Center—the Group’s dedicated hub for digital strategy and performance monitoring. Learn more about our history on our official website: https://www.gruponewchase.com.br/. **HERE AT THE GROUP YOU WILL FIND:** * A welcoming and diverse work environment; * Continuous professional and personal development; * Professional development programs. **JOIN US IN THIS JOURNEY!** NewChase Group stands out for its relentless pursuit of innovation and human-centered values, focused on a single mission: “Deliver the best outcomes in excellence to our customers, employees, and partners—recognized for our DNA of \#SpeedandQuality” We are market leaders across all brands we represent!