Dealer Service Quality Specialist

Job Responsibilities:
1. Service Quality Supervision & Improvement
1) Assist in monitoring key dealer service metrics (e.g., NPS customer satisfaction, DSE mystery audit scores), regularly generating analytical reports.
2) Conduct regular visits and/or mystery audits to authorized dealerships to perform on-site inspections, provide guidance and training on sales processes, ensuring strict adherence to service standards.
3)Summarize best practices from high-performing dealerships, and promote the adoption of service improvement practices within the region.

2. Assessment Policy Development & Implementation
1) Assist in clearly communicating all assessment policies, procedures, and standards to dealerships, organizing training to ensure accurate understanding and implementation.
2)Assist in data collection and the practical execution of processes for regular dealer assessment reviews and related procedures.

Qualifications & Requirements
1. Excellent written and oral communication skills in Russian. Proficiency in Chinese and/or English is a significant advantage.
2. Minimum of 3 years of experience in the automotive industry, with familiarity in dealership operations, service processes, or OEM channel management related work.
3. Proficient in using tools like Excel for data analysis.
4. Possess excellent cross-departmental communication and coordination skills.

Preferred Qualifications
1. Prior experience in conducting mystery audits (DSE), service audits, or NPS management for an OEM or large dealer group is preferred.
2. Possession of relevant certifications or experience in quality management, process optimization, or project management is preferred.