POSITION : Program Lead, Product Quality 

Responsibilities :

• Be accountable for all product quality assurance activities, working with key stakeholders and engaging them to ensure higher standards of quality, improved customer perception, and reduced merchandise return levels.
• Analyse data insights across transactional customer satisfaction, QA performance, NPS detractors and support escalations
• Evaluate the acceptability of product quality testing and deciding next steps
• Manage the counterfeit battle (working with Production) and wrong item fulfillment (working with Vendor Support Centre)
• Set direction for our support strategy through building cross functional relationships both internally and externally
• Leverage findings from targeted analysis to contribute to the Continuous Improvement process
• Act as the technical and functional product expert to assigned business categories
• Ensure QC agents are not passing packages that customers have returned or rejected.
• End to end quality leadership responsibility, provide and enhance quality control processes, both internally and externally, to ensure quality requirements are met
• Develop and implement programs to establish, maintain, and deliver high product quality to Vendors and Customers

Qualifications

• Proven technical acumen demonstrated within a manufacturing, quality or consumer products environment
• Comfortable working in a dynamic, low-structure, constantly changing atmosphere and prioritizing work appropriately
•  5 years' experience in quality inspections and quality management
• Experience in a customer facing quality role
• Experience in directly-related quality assurance/quality control functions, preferably in a manufacturing environment.
• Proficiency in data analysis tools
• Experience with cross geographical project coordination and management.
• Ability to work under tight deadlines.

Renumeration

• A unique experience in an entrepreneurial, yet structured environment
• The opportunity to become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures