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JOB DESCRIPTION: Quality Assurance Officer - Kenya

Job Location: Nairobi, Kenya

Direct Reporting to:  Customer Quality Assurance Manager - Africa

Dotted Reporting to: Director - Global Customer Quality & Africa Manufacturing Operations

Direct Reportees: QC Technicians 

Position Description

The job holder will develop and implement a process that will identify and develop capability of d.light Quality Centers and support after sales service team who will then deliver exceptional service to our customers in Kenya. The job holder will develop an evaluation framework & work with Africa Support Team on models that can improve KPIs around Quality in Kenya. The QAO needs to be highly in tune with the hardware Development, data analysis and the customer needs.

The Quality Officer will track customer feedback, warranty reporting, product replacement analysis, Top Quality issue analysis.

R&Rs

• Work with the after sales teams to identify and undertake all required testing and quality control activities associated with each d.light product ct, in accordance with the relevant specifications and associated standards.
  

• Control incoming Goods quality control assessments. 
  

• Set-up and monitor process for Quality Center. 
  

• Provide detailed QA and maintenance reports for the engineering, system and manufacturing teams to improve the products. 
  

• Develop testing procedures for the new products and parts.
  

• Manage feedback reporting on field test and soft launch products.
  

• Drive improvements to test framework architecture and test coverage. 
  

• Track test gaps, quality and productivity metrics and work with other engineering teams to improve gaps from this data. 
  

• Provide after sales training to service center officers, Technicians, sales team 
  

• Drive the following Actions on products:
  

• Continuous improvement techniques on the ground
  

• Corrective Action
  

• Preventive Action
  

• Evaluate Quality Centers performance and audit of the after-sales activities at the Service Centers on a quarterly basis.
  

• Share audit feedback with service center managers/partners and follow up on improvement areas identified during the audit period.
  

• Inventory management – coordinate with service center managers to ensure parts and refurbishment stock availability at all service centers. 
  

• Implement daily cycle and weekly inventory counts to ensure it tallies with physical and system.
  

• Ensure 100% quality center compliance on system usage for Ticketing, Work orders, Inventory management and Parts ordering.
  

• Provide weekly and monthly after sales report 
  

KPIs

• Quality Center quarterly targets. (100%)
  

• Quarterly performance audit of Quality Centers as per approved evaluation and audit criteria
  

• 100% timely utilization and accuracy of Service Module (Atlas) at Quality Center. 
  

• Spare parts and refurbishment stock availability at the service centers
  

• Accuracy of Diagnosis
  

• Weekly and monthly reporting on Quality activities. 
  

• Traceability and tracking of products
  

• Soft launch and filed test feedback
  

Requirements

• A degree in electronics / electrical , operations, management, or a related field is required
  

• Minimum of 2 years in an operational support role, having developed and deployed quality strategy for a technology / FMHA (fast moving home appliances) function.
  

• Demonstrate the ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives
  

• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
  

• Strong ability in data analysis and and technical reporting
  

• Superior verbal and written communication skills (multiple language will be an advantage), with an emphasis on tact and diplomacy
  

• Business driven, people focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation and time-management skills
  

• Passion for social enterprise, development of people and environmental benefits
  

• Experience in supporting change with cross functional stakeholders
  

• Basic understanding of Quality Management System 
  

• Understands Quality Control Tools