Manager, Customer Quality

Responsibilities

• Develop and implement strategies to achieve Q-VOC Service KPI objectives
• Capture and analyze customer Voice of Customer (VOC) from various sources including email, letters, and social media
• Perform root cause analysis on customer complaints and lead Cross-Functional Teams (CFT) for escalated issues
• Conduct Daily Quality Rapid Response Meetings (QRQC) to address quality concerns
• Manage high-level escalations for top management and provide solutions in coordination with Field Sales and Technical teams
• Oversee call center (CEC) management, including manpower planning, resource allocation, and quality control
• Execute customer connect programs and dealer motivation initiatives to drive customer satisfaction
• Manage the budget for all Customer Quality activities

Requirements

• Proven experience in customer complaint management and root cause analysis
• Strong leadership skills with experience managing cross-functional teams
• Expertise in call center management and resource planning
• Ability to develop strategic action plans based on VOC data
• Experience in budget management and KPI tracking
• Strong coordination skills to work with regional teams and field service departments

About the Company

Nissan is an innovation company that combines industry-leading thinking with performance, value, efficiency, safety, and style. With over 150 million vehicles produced globally, Nissan continues to strive toward the goal of enriching the lives of both employees and customers.