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Position Title: After-Sales Quality & Operations Audit Officer
Employer: Minaye PLC
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 5 months ago
Deadline: Submission date is over
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.
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