Job Description

Lead Customer Quality - SALES

Job Title:

Manager - Customer Quality

Date:

19-Mar-2026

Name:

Written by:

Mohit Agarwal

Reports to:

Mohit Agarwal

Approved by:

(Jobholder)

Division/Dept:

Customer Quality & Training

Approved by:

Mohit Agarwal

(Immediate Superior)

Location:

Gurgaon - India

Approved by:

Abhishek Arora

Reference No:

(Next level Superior)

JOB PURPOSE

Summarise in one statement why this job exists; and how it contributes to the overall mission/objective of the organisation.

Support the CQ department to achieve target KPI (QVOC Survey – Sales, CPTV, ART & Overall customer satisfaction).

These contributions are to overall organisation in improving customer satisfaction & enhancing customer delight through control points like QVOC (Sales) Customer complaint management by strategic planning, implementations of strategic actions & timely review of effectiveness of the actions and provide with added value support to network.

2. ORGANISATIONAL CHART (please include peers and direct reports too)

(Only Job Titles)-Role Holder to be highlighted

3. PRINCIPLE ACCOUNTABILITIES

List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.

EXPECTED END RESULTS

MAJOR ACTIVITIES

Meeting Q-VOC Sales Objective

• Make strategy for Q-VOC Sales KPI achievement
• Plan actions based on the strategy
• Get the actions implemented through stake holders
• Review the effectiveness of actions

Customer complaint Management

• Capture the customer VOC through various sources like CEC, Email, letters SM
• Analyse the complaints & do the root cause analysis
• Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
• Create visibility on VOC

CEC Management

• Manage & periodic review of CEC process and PDCA with CEC Team.
• Launch Customer feedback survey for CEC.
• Knowledge about Connected Car Services (CCS) & Advance Driver Assistance System (ADAS)

MIS

• Prepare MIS for CQ.
• Co-ordinate with region team for various activities related to CQ

4. MAJOR CHALLENGES

Describe the major challenges you face in carrying out your job, and what you do in order to overcome them.

• To manage customers handling appropriately through dealer staff / Field force.
• Smooth Transition of CEC vendor.
• Ensure CR team continual trainings on CQ processes.

5. KEY INTERACTIONS

Who (internal/external) does this position interact with on a regular basis to perform this role? How often and for what purpose?

Internal

External

• Sales Field Force & HO Teams
• TCS
• Network Performance team
• Finance,
• Marketing
• ISIT , DMS Team
• Legal
• APO
• Dealership Team
• CEC

6. DIMENSIONS

List the data which will reflect the scope and scale of activities concerning your job.

(These should be quantifiable numerical amounts)

Q-VOC CES Objective: 4.8

HA Closer(7d): 90%

Close Loop Feedback (CLF) : 4.2

CPTV Sales: 3

ART Sales: 3

7. SKILLS AND KNOWLEDGE

State the minimum acceptable proficiency for this job Do not state incumbent-specific information

EDUCATIONAL QUALIFICATIONS:

B.Tech in Automobile/Mechanical

RELEVANT EXPERIENCE

Knowledge of Customer Satisfaction measurement, Field experience, Customer handling skills (Analytical skill, Strategic planning, Program Execution, Customer Experience centre management

PERSONAL CHARACTERISTICS & BEHAVIOURS

Positive and stress tolerance, strong leadership, Passionate of customer satisfaction improvement

8. APPROVAL

Date

Comments

Date

Job Holder

Immediate Superior

19-Mar-26

Next Level Senior

19-Mar-26

Gurugram Haryāna India