Quality and Customer Experience Specialist

About the role

The Quality and Customer Experience Specialist ensures that the dealer network delivers a consistent, high‑quality customer journey. By measuring Net Promoter Score (NPS) and auditing on‑site operations, the role helps protect the brand’s reputation and drive customer loyalty.

Key responsibilities

• Conduct regular on‑site visits and audits at dealerships to verify compliance with brand and showroom standards.
• Support dealers in implementing improvement plans and operational standards that enhance the customer experience.
• Act as the primary point of contact for CX topics across the dealer network.
• Audit compliance with corporate guidelines and ensure consistency between corporate and dealer execution.
• Collaborate closely with Sales, Aftersales, and Marketing teams to align processes that impact CX.

Required profile

• Bachelor’s degree in Business Administration, Industrial/Mechanical/Automotive Engineering, or a related field.
• 3+ years of experience in NPS, customer service, or field roles within an OEM environment.
• Strong analytical skills, attention to detail, and ability to manage multiple priorities.
• Proven ability to work effectively in cross‑functional teams.
• Fluent English communication skills.

Required skills

• Microsoft Excel (data analysis and reporting)