Director of Quality & Customer Service


Key functions and responsibilities:

  • Quality control & improvement management. Interfaces with all stakeholders within the company on quality measurement, controls, quality-related matters and communicates in a timely manner. Supports/Assist in any other quality-related activities; leads/facilitates quality improvement teams & initiatives. Work with Social Team on current trend alerts, counter actions, and quality crisis management.
  • Service expenses control & improvement management. Analyze monthly service expenses report, Identify opportunities for greater efficiency and cost saving.
  • Channel return rate control & improvement management. Lead root cause analysis and investigation for any quality issues. Provide recommendation for corrective action for process or quality issues resulting in customer returns.
  • Channel returns operations management. Manage entire process of channel returns, including RA issuance/returns reverse logistics to ensure all returned material is received, identified, analyzed, credited, resold in a timely manner. Review sales pricings and cost effectiveness/refurbs’ introductions/evaluation/elimination.
  • Call center management. Manage outsourced CRC performance to ensure all core KPIs can be successfully met such as: Service NPS score, CCR %, SL %, FCR % etc. Deliver volume forecasting to find a perfect balance between sustainable workforce and budget. Audit and handle billings generated by outsourced call center. Perform ongoing call log monitoring to early detect abnormal issue trends to prevent widespread customer complaints and dissatisfaction. Perform Quarterly Reviews with call center management team and internal executives.
  • National field service management. Continuously expand ASCs network to provide solid National service support even in most rural areas. Manage, motivate and coach service providers to ensure floor technicians are performing at or above the necessary standards. Work with ASC network by identifying any deficiencies or repairs and making recommendations to Management. Monitor and assess ASC performance and provide effective feedback.
  • Service parts SCM. Manage service parts supply chain including forecasting, purchasing, receiving, inbound, shipping, outbound, inventory accuracy, monitor parts fill rate % turnover rate % etc to make sure performance meets goals.
  • Responsible for driving achievement of assigned goals, metrics and KPI in all core areas -Quality & service expenses management, Call Centre, National field service, Returns Management, Parts Management.
  • Provide strategic recommendations to Management as to business growth opportunities and support the execution of approved strategies.
  • Ensure continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
  • Monitor established KPIs for the department report any key variances to Management.
  • Participate in the recruiting and onboarding processes for new Service department employees.
  • Manages subordinate staff in day-to-day performance. Ensure adequate staffing and productivity level to meet performance standards. Identify skill gaps/opportunities within the department and implement effective development plans.
  • Create and implement process improvements to maximize efficiency and profitability within the department.
  • Other duties as assigned by management.

Qualifications:

  • Bachelor’s degree. Master’s degree preferred.
  • Minimum 5 years of experience in quality & customer service-related position.
  • Demonstrated leadership skills and track record of building and leading high-performing teams.
  • Strong analytical, facilitation, collaboration and negotiation skills.
  • Ability to lead, coach, and develop effective team members.
  • Demonstrated initiative, flexibility and ability to embrace and drive change
  • Analytical approach to problem solving with a high level of attention to detail.

Job Types: Full-time, Permanent

Work Location: Mississauga, ON.

If you’re interested, please apply by sending your resume to ling.luo@hisense.com before February 28th, 2025.

Thank you for your interest, and we look forward to meeting you!

Please note that only candidates selected for an interview will be contacted.



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