Volvo Car Manufacturing Malaysia
Quality Control Analyst (Professional / Manager)
Volvo Car Manufacturing Malaysia, Ridgeville, South Carolina, United States, 29183
Quality Control Analyst (Professional / Manager)
Apply for the Quality Control Analyst (Professional / Manager) role at Volvo Car Manufacturing Malaysia.
Location Ridgeville, SC or Mahwah, NJ with regular stakeholder travel (25% travel).
What You’ll Do
Govern end‑to‑end dispute resolution operations for the U.S. market, ensuring rapid, compliant, and customer‑centric outcomes.
Lead structured triage, root‑cause learning, and durable countermeasures to prevent reoccurrence.
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.
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.
Convert dispute and critical case signals into root‑cause learning and preventive actions in collaboration with Technical Support.
Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support and field teams to improve case quality, clarity, and cycle time.
Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action).
Integrate Business Continuity principles to ensure continuity of dispute operations during disruptions.
Co‑develop cross‑functional KPI’s and priorities with involved business units and develop a dispute analytics dashboard 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 Interactions
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 You’ll Bring
Bachelor’s Degree in Engineering, Business, or related experience (advanced degree a plus).
5–10+ 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
$79,834 to $119,751 per year.
Referrals Referrals increase your chances of interviewing at Volvo Car Manufacturing Malaysia by 2x.
#J-18808-Ljbffr
Location Ridgeville, SC or Mahwah, NJ with regular stakeholder travel (25% travel).
What You’ll Do
Govern end‑to‑end dispute resolution operations for the U.S. market, ensuring rapid, compliant, and customer‑centric outcomes.
Lead structured triage, root‑cause learning, and durable countermeasures to prevent reoccurrence.
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.
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.
Convert dispute and critical case signals into root‑cause learning and preventive actions in collaboration with Technical Support.
Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support and field teams to improve case quality, clarity, and cycle time.
Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action).
Integrate Business Continuity principles to ensure continuity of dispute operations during disruptions.
Co‑develop cross‑functional KPI’s and priorities with involved business units and develop a dispute analytics dashboard 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 Interactions
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 You’ll Bring
Bachelor’s Degree in Engineering, Business, or related experience (advanced degree a plus).
5–10+ 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
$79,834 to $119,751 per year.
Referrals Referrals increase your chances of interviewing at Volvo Car Manufacturing Malaysia by 2x.
#J-18808-Ljbffr