To oversee all aspects of product quality and technical standards within the retail business. This role involves managing quality assurance processes, developing and implementing quality control procedures, and ensuring compliance with industry regulations.

PRINCIPAL ACCOUNTABILITES:

• Communicate repair processes to technicians and address technical issues.
• Develop and maintain a dashboard to monitor jobs received and completed weekly by technicians.
• Compile and forward complaint reports to the Technical Director.
• Conduct quarterly failure analysis on high-failure SKUs.
• Manage gas (LPG) reporting and update claims information promptly.
• Monitor technician productivity and address shortfalls.
• Review completed jobs to improve turnaround time.
• Ensure efficient job assignment to technicians.
• Assess and decide on stock transfers/write-offs within timelines.
• Maintain stock variance limits and process GRNs and Collection Notes.
• Investigate discrepancies in product accessories.
• Resolve service request issues with Customer Experience and Branch Managers.
• Coordinate the pickup and return of customer items.
• Ensure items sent to branches are protected and labelled correctly.
• Implement waste disposal cost-saving measures.
• Coordinate vehicle maintenance schedules and address transport delays.
• Manage staff performance, training, and motivation.
• Ensure compliance with stock management policies to minimize loss.
• Perform other related duties as assigned.

JOB SPECIFICATION:

QUALIFICATION / EDUCATION AND EXPERIENCE:

• Degree in Business Management Studies or related field (e.g. Quality Management, Engineering)
• A minimum of 5 years’ management experience in quality assurance and technical management a technical field, within the retail industry

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong knowledge of quality management systems, standards, and regulatory requirements
• Proven track record of managing quality assurance processes and driving continuous improvement initiatives.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
• Detail-oriented with strong organizational skills.