Service Quality Specialist

4 days ago

level Springvale Rd Mulgrave Australia Australia BYD Australia 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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