Responsibilities
The Program Lead, Product Quality plays a pivotal role in the customer experience journey by ensuring our customers receive authentic and safe products that exceed their expectations. You’ll be accountable for all product quality assurance activities, working with key stakeholders and engaging them to ensure higher standards of quality, improved customer perception, and reduced merchandise return levels.
In particular you will:
Ensure QC agents are not passing packages that customers have returned or rejected.
End to end quality leadership responsibility, provide and enhance quality control processes, both internally and externally, to ensure quality requirements are met
Analyse data insights across transactional customer satisfaction, QA performance, NPS detractors and support escalations
Evaluate the acceptability of product quality testing and deciding next steps
Manage the counterfeit battle (working with Production) and wrong item fulfillment (working with Vendor Support Centre)
Set direction for our support strategy through building cross functional relationships both internally and externally
Leverage findings from targeted analysis to contribute to the Continuous Improvement process
Act as the technical and functional product expert to assigned business categories
Develop and implement programs to establish, maintain, and deliver high product quality to Vendors and Customers
Professional Skills & Qualifications
Minimum of 5 years’ experience in quality inspections and quality management
Experience in a customer facing quality role
Experience in directly-related quality assurance/quality control functions, preferably in a manufacturing environment.
Proven technical acumen demonstrated within a manufacturing, quality or consumer products environment
Comfortable working in a dynamic, low-structure, constantly changing atmosphere and prioritizing work appropriately
Proficiency in data analysis tools
Experience with cross geographical project coordination and management.
Ability to work under tight deadlines.
We Offer
A unique experience in an entrepreneurial, yet structured environment
The opportunity to become part of a highly professional and dynamic team working around the world
An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures
Apply via :
africainternetgroup.peoplehr.net
