Quality Care Manager

Job Description

Job Type: Full-Time
Industry: Automobile Dealership / Car Showroom

Job Summary

We are looking for a customer-focused and detail-oriented Quality Care Manager to ensure exceptional customer satisfaction and maintain the highest standards of service quality across all dealership operations. The ideal candidate will monitor customer experience, analyze feedback, ensure compliance with company standards, coordinate with various departments, and implement continuous improvement initiatives to enhance customer loyalty and dealership performance.

Key Responsibilities

• Monitor and maintain customer service quality across sales, service, and support departments.
• Conduct regular quality audits to ensure adherence to dealership SOPs and manufacturer guidelines.
• Handle customer complaints professionally and ensure timely resolution.
• Track customer satisfaction scores (CSI) and recommend improvement strategies.
• Follow up with customers after vehicle sales and service to collect feedback.
• Analyze customer feedback, identify trends, and prepare detailed reports for management.
• Coordinate with Sales, Service, CRM, and Workshop teams to improve overall customer experience.
• Ensure all customer interactions meet dealership quality standards.
• Train and guide employees on customer handling, communication skills, and quality processes.
• Monitor service turnaround time and customer complaint resolution timelines.
•  Maintain records of customer complaints, escalations, and corrective actions.
• Ensure compliance with company policies, manufacturer quality requirements, and dealership processes.
• Conduct internal quality reviews and suggest process improvements.
• Support dealership management during manufacturer audits and quality assessments.
• Promote a customer-first culture throughout the organisation.

Required Qualifications

• Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
• Additional certification in Quality Management or Customer Relationship Management is an advantage.

Experience

• 2–5 years of experience in customer service, quality management, CRM, or dealership operations.
• Experience in the automobile industry or car dealership will be preferred.

Required Skills

• Excellent customer relationship and communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good analytical and reporting skills.
• Knowledge of Customer Satisfaction Index (CSI) and customer experience management.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Ability to prepare reports and analyze customer feedback.
• Strong organizational and time management skills.
• Leadership and team coordination abilities.
• Attention to detail and commitment to quality.
• Ability to work under pressure while maintaining professionalism.

Key Competencie

• Customer-Centric Approach
• Quality Assurance
•  Complaint Resolution
• Process Improvement
• Team Collaboration
• Decision Making
• Leadership
• Communication Excellence
• Time Management
• Professional Ethics

Preferred Candidate Profile

• Positive and professional attitude.
• Strong interpersonal skills.
• Passion for delivering exceptional customer experiences.
• Ability to build long-term customer relationships.
• Self-motivated and result-oriented.
• Flexible to work on weekends and during peak business hours, if required.