Vacancy for Program Lead, Product Quality at Jumia
Employment Nigeria
18-Nov-2017
LAGOS ,
Administrative
Jumia, a leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services.
POSITION : Program Lead, Product Quality
Description:
You’ll 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.
The Program Lead, Product Quality plays a pivotal role in the customer experience journey by ensuring our customers receive authentic and safe products that exceed their expectations.
Responsibilities
- 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
- Develop and implement programs to establish, maintain, and deliver high product quality to Vendors and Customers
- 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
Qualifications
- Experience in a customer facing quality role
- Experience in directly-related quality assurance/quality control functions, preferably in a manufacturing environment.
- 5 years' experience in quality inspections and quality management
- 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
- Proficiency in data analysis tools
- Experience with cross geographical project coordination and management.
- Ability to work under tight deadlines.
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