Service Quality Specialist

4 days ago

Melbourne, Victoria, Australia BYD Australia & New Zealand Full time $60,000 - $90,000 per year

About BYD

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

About The Role

Based in BYD's Melbourne office in Mulgrave, this role will support our Quality Assurance Team. On offer is a Quality Engineer position and your day-to-day duties will include but not be limited to:

  • Conduct
    Dealership Service Evaluations (DSE)
    , including
    mystery shopping visits
    across Australia and New Zealand, to assess customer service standards and dealership performance.
  • Act as a
    mystery customer
    to objectively evaluate the end-to-end sales and service experience from a real customer's perspective.
  • Analyze evaluation results and collaborate closely with
    Channel Sales Teams
    to identify service gaps and drive continuous improvement.
  • Collect, compile, and interpret
    Net Promoter Score (NPS)
    and customer satisfaction data to track service quality trends.
  • Report
    critical issues
    discovered through evaluations or market surveys and ensure timely follow-up on corrective actions.
  • Work
    cross-functionally
    with internal teams to implement effective service improvement measures.
  • Maintain accurate documentation and prepare comprehensive reports using
    Excel and other data analysis tools
    .
  • Keep up to date with
    industry benchmarks and best practices
    to support the ongoing enhancement of BYD's service standards.

Key Requirements

  • Bachelor's degree or higher in business and related field.
  • Some experience in sales or the automotive industry is highly preferable.
  • Proficient in data analysis tools, particularly Microsoft Excel.
  • Strong written and verbal communication skills in English.
  • Willingness and ability to travel frequently within Australia.
  • Demonstrated problem-solving abilities with a high level of attention to detail.
  • Proven ability to work effectively in cross-functional teams and manage multiple priorities in a fast-paced environment.
  • Valid Australian driver's license.

If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you've learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.

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