Quality Control Analyst (Professional Manager)

Lets introduce ourselves

Quality Experience/Dispure Resolution Manager

Location: Ridgeville SC or Mahwah NJ with regular travel

Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market ensuring rapid compliant and customer-centric outcomes on high-impact cases. This role uses structured triage root-cause learning and durable countermeasures to prevent reoccurrence.

Note: All Dispute Resolution Team Members will have a dotted line reporting relationship to this position

What youll do

1) Governance & Escalation
Ensure timely escalation and resolution of potential high-impact issues preparation
of fact-based case reports and decision readiness for leadership reviews.
Consolidate insights from customer care roadside assistance warranty data and
technical reports to inform decisions.
Chair cross functional team meetings to review and mitigate active cases

2)Dispute Resolution Operations
Lead the end-to-end dispute portfolio (warranty disputes buybacks trade assists
settlements) balancing customer satisfaction regulatory adherence and cost.
Build standardized SOPs or Operations Manuals for mediation arbitration and
litigation support.
Establish an Alternative Dispute Resolution (ADR) operating process with Legal and
Customer Care including quality of filings timeliness and settlement criteria.

3) Quality Learning & Prevention
Convert dispute and critical case signals into root-cause learning and preventive
actions (technical journals service guidance retailer enablement) in collaboration
with Technical Support
Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support
(RTS) and field teams to improve case quality clarity and cycle time.

4) Compliance Audits & Management Systems
Maintain readiness for internal/external audits (e.g. ISO 9001 relevant to complaint
handling customer satisfaction and corrective action).
Integrate Business Continuity principles for critical activities ensuring continuity of
dispute operations during disruptions.

5) Analytics Reporting & KPIs Co-develop cross functional KPIʼs and priorities with involved business units
Develop a dispute analytics dashboard (warranty buyback/trade-assist customer
care signals) with weekly trend reviews and monthly executive reporting.
Track and improve: cycle time to resolution buyback/trade-assist count & cost
re-occurrence rate and customer satisfaction outcomes.

Success Measures
Establish working processes and governance
100% adherence to escalation and documentation standards.
Evidence of preventive actions leading to measurable decline in repeat dispute drivers
Measurable reduction in buyback/trade-assist volume and cost

Key Interfaces
Warranty Operations (policy payments buyback/trade-assist governance)
Technical Helpdesk & Field Technical Support (case quality guidance)
Customer Care (case intake quality customer communications)
Legal & Compliance (ADR strategy litigation support)
Retailer Network & Market Teams (execution and customer outcomes)

What youll bring

Must-have
Bachelor Degree in Engineering Business or related experience (advanced degree a
plus).
510 years in automotive service quality warranty customer care operations or
product compliance with measurable outcomes in escalations/disputes.
Demonstrated experience running structured escalation frameworks and preparing
cases for executive decision forums.
Operational knowledge of ADR pathways and settlement levers in a
warranty/consumer context.
Familiarity with ISO 9001 processes and audit evidence requirements.
Strong analytics and storytelling skills; ability to turn noisy case data into clear
priorities and actions.

Nice-to-have
Experience with Business Continuity constructs (BIA critical impact lists
RTO/MAO).
Exposure to U.S. automotive compliance and authority interactions.
Background in continuous improvement/Lean problem solving.
Leadership & Competency Profile
Drives outcomes through clear governance coaching and performance
management.
Digital leadership mindset: frames purpose empowers teams and uses data
dashboards to steer operations.
Compliance & risk orientation: balances customer outcomes cost and regulatory
exposure; ensures audit-ready controls.

Working Conditions
On-site in Ridgeville SC or Mahwah NJ with regular travel for stakeholder
alignment reviews mediations and audits.
25% travel expected
Participation in off-hours critical incident calls when required

Salary Range:

$79834 to 119751 per year

Compensation is determined based on experience qualifications internal equity location and company guidelines