After-Sales Quality & Operations Audit Officer

Job Purpose:

To ensure operational excellence by auditing and evaluating the execution of after-sales processes—including distribution, assembly, and customer service—against company standards. The role involves identifying gaps, root causes, and improvement opportunities to enhance efficiency, compliance, and customer satisfaction.

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