Quality Assurance Executive

3 weeks ago

Mohali India BJS Home Delivery Full time

Job Description Role Overview The Quality Assurance Executive plays a key role in ensuring technician and operational compliance, evaluating performance reports, and driving continuous improvement within the fleet service function. This role involves monitoring daily technician performance, verifying financial accuracy (parts usage, purchases, job profitability), ensuring adherence to standard operating procedures (SOPs), and providing feedback to enhance service quality and operational profitability. Key Responsibilities - Performance Monitoring & Reporting - Audit daily Technician Performance Performa reports for accuracy and completeness. - Track key KPIs: job completion %, SLA adherence, first-time fix rate, and profitability per job. - Review parts usage, purchase records, and expense submissions (credit card usage) against approved - guidelines. - Identify deviations in performance, attendance, or safety compliance and escalate to Operations. - Monitor technician productivity and ensure assigned calls are completed within planned schedules. Quality & Compliance - Ensure all technicians follow prescribed repair and maintenance SOPs. - Check that safety protocols (PPE, tool inspection, vehicle readiness) are adhered to before job dispatch. - Validate correctness of PDA data entries, job logs, and post-job reporting. - Investigate service complaints and recommend corrective actions. - Conduct periodic audits of technician documentation and customer interaction feedback. Financial Oversight - Cross-check part usage and purchases to confirm profitability of each job. - Validate job cost sheets to ensure margin accuracy and compliance with spending limits. - Report any anomalies in purchases, missing receipts, or unapproved expenditures. Continuous Improvement - Provide trend analysis on performance gaps and propose training or process updates. - Work closely with supervisors and trainers to improve technician performance and reduce repeat visits. - Recognize and document best practices for high-performing technicians. Coordination and communication - Liaise with Fleet Managers (FM's) and Technicians to clarify any discrepancies in reports. - Support new technician onboarding by verifying understanding of SOPs and compliance checklists. - Maintain clear communication between US Operations and the India Support Hub. Key Metrics - Accuracy of daily technician audit reports - % of profitable jobs audited - SLA and compliance adherence rate - Reduction in repeat service calls - Accuracy of expense and purchase verification Qualifications & Skills Essential - Bachelor's degree (Commerce, Business Administration, or Engineering preferred) - 13 years of experience in quality control, technician operations, or fleet management - Strong analytical and reporting skills (Excel, Google Sheets, Power BI preferred) - Working knowledge of SOP frameworks, data validation, and compliance processes - Excellent written and verbal communication (English proficiency required) Desirable - Experience with field service or maintenance management systems - Understanding of US fleet operations and compliance standards - Certification in Quality or Process Management (e.g., ISO, Lean, Six Sigma) Shift & Schedule - Shift: US - Days: 5 days per week

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