Manager Customer Quality, NMIPL
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Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
JOB DESCRIPTION
Lead Customer Quality - SALES
Job Title:
Manager - Customer Quality
Date:
19-Mar-2026
Name:
Written by:
Mohit Agarwal
Reports to:
Mohit Agarwal
Approved by:
(Jobholder)
Division/Dept:
Customer Quality & Training
Approved by:
Mohit Agarwal
(Immediate Superior)
Location:
Gurgaon - India
Approved by:
Abhishek Arora
Reference No:
(Next level Superior)
JOB PURPOSE
Summarise in one statement why this job exists; and how it contributes to the overall mission/objective of the organisation.
Support the CQ department to achieve target KPI (QVOC Survey Sales CPTV ART & Overall customer satisfaction).
These contributions are to overall organisation in improving customer satisfaction & enhancing customer delight through control points like QVOC (Sales) Customer complaint management by strategic planning implementations of strategic actions & timely review of effectiveness of the actions and provide with added value support to network.
2. ORGANISATIONAL CHART (please include peers and direct reports too)
(Only Job Titles)-Role Holder to be highlighted
3. PRINCIPLE ACCOUNTABILITIES
List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.
EXPECTED END RESULTS
MAJOR ACTIVITIES
Meeting Q-VOC Sales Objective
- Make strategy for Q-VOC Sales KPI achievement
- Plan actions based on the strategy
- Get the actions implemented through stake holders
- Review the effectiveness of actions
Customer complaint Management
- Capture the customer VOC through various sources like CEC Email letters SM
- Analyse the complaints & do the root cause analysis
- Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
- Create visibility on VOC
CEC Management
- Manage & periodic review of CEC process and PDCA with CEC Team.
- Launch Customer feedback survey for CEC.
- Knowledge about Connected Car Services (CCS) & Advance Driver Assistance System (ADAS)
MIS
- Prepare MIS for CQ.
- Co-ordinate with region team for various activities related to CQ
4. MAJOR CHALLENGES
Describe the major challenges you face in carrying out your job and what you do in order to overcome them.
- To manage customers handling appropriately through dealer staff / Field force.
- Smooth Transition of CEC vendor.
- Ensure CR team continual trainings on CQ processes.
5. KEY INTERACTIONS
Who (internal/external) does this position interact with on a regular basis to perform this role How often and for what purpose
Internal
External
- Sales Field Force & HO Teams
- TCS
- Network Performance team
- Finance
- Marketing
- ISIT DMS Team
- Legal
- APO
- Dealership Team
- CEC
6. DIMENSIONS
List the data which will reflect the scope and scale of activities concerning your job.
(These should be quantifiable numerical amounts)
Q-VOC CES Objective: 4.8
HA Closer(7d): 90%
Close Loop Feedback (CLF) : 4.2
CPTV Sales: 3
ART Sales: 3
7. SKILLS AND KNOWLEDGE
State the minimum acceptable proficiency for this job. Do not state incumbent-specific information
EDUCATIONAL QUALIFICATIONS:
in Automobile/Mechanical
RELEVANT EXPERIENCE
Knowledge of Customer Satisfaction measurement Field experience Customer handling skills (Analytical skill Strategic planning Program Execution Customer Experience centre management
PERSONAL CHARACTERISTICS & BEHAVIOURS
Positive and stress tolerance strong leadership Passionate of customer satisfaction improvement
8. APPROVAL
Date
Comments
Date
Job Holder
Immediate Superior
19-Mar-26
Next Level Senior
19-Mar-26
Gurugram Haryāna IndiaRequired Experience:
Manager
Key Skills
About Company
The company traces its name to the Nissan zaibatsu, now called Nissan Group. ... In 2014, Nissan was the largest car manufacturer in North America. Nissan is the world's largest electric vehicle (EV) manufacturer, with global sales of more than 320,000 all-electric vehicles as of Apri ... View more
