Quality & Operations Audit Officer (After-Sales)

Job Purpose:

We are looking for an After-Sales Excellence Specialist to become the guardian of our customer promise. In this key role, you will not just find problems—you will drive the solutions that enhance our operational quality, ensure customer satisfaction, and improve our service standards across Addis Ababa. If you are passionate about using data to tell a story and want to see your recommendations turned into action, this is the role for you.

Key Responsibilities:

• Verify alignment between distribution plans and actual execution.
• Assess timeliness, accuracy, and condition of delivered products.
• Investigate deviations (delays, damages, mishandling) and recommend corrective actions.

• Audit assembly schedules vs. completion rates and workmanship standards.
• Conduct on-site inspections using checklists to evaluate quality, safety, and adherence to SOPs.
• Report recurring defects and collaborate with technical teams for resolution.

• Monitor complaint resolution timelines against SLAs.
• Validate closed cases via call-backs or system reviews to ensure satisfactory outcomes.
• Identify trends (e.g., repeat complaints) and escalate systemic issues.

• Perform RCA (5 Whys, Fishbone) on recurring operational failures.
• Map process delays in logistics, assembly, or service workflows and propose solutions.

• Prepare daily/weekly audit reports with findings, KPIs, and improvement recommendations.
• Ensure SOP compliance and document process gaps for training/redesign.

• Review distribution logs, assembly checklists, and complaint records.
• Conduct spot checks, staff interviews, and customer follow-ups.
• Update issue trackers and escalate critical risks to management.

Qualifications & Skills:

• Education: Bachelor’s in Industrial Engineering, Business Administration, or related field.
• Experience: 2+ years in operations audit, quality assurance, or after-sales roles.
• Technical Skills: Advanced Excel, ERP systems, audit methodologies (RCA, Lean).
• Soft Skills: Analytical mindset, strong communication, and cross-functional collaboration.

Skills Required:

• Industrial / Manufacturing
• Sales / Marketing / Business / Management