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Quality Customer Satisfaction Metric Manager in Irvine, CA at Kia Motors America

Date Posted: 8/20/2018

Job Snapshot

Job Description

Quality Customer Satisfaction Manager

This position is responsible for measuring and improving the customer ownership experience as it refers to overall vehicle quality. The individual will be the champion of all strategies related to vehicle quality in three areas; short term vehicle ownership, long term vehicle ownership, and product quality as part of the service experience at dealerships. The ultimate purpose of this position is to elevate consumer perception of the Kia brand, and to build lasting relationships with customers leading to new vehicle purchases, strengthening KMA and dealership profits.

  • Manage vehicle quality strategies to improve short term quality achieving top ranking in JDPA Initial Quality Survey (IQS).
  • Manage vehicle quality strategies to improve long term quality achieving top ranking in JDPA Vehicle Dependability Survey (VDS).
  • Review and improve vehicle quality to ensure dealer customer experience is not affected by the inability to correct customer complaints (CSI FRFT is one of the metrics).
  • Coordinate activities for the evaluation and preparation of vehicles for media events, including top tier media loans, long lead media events, new product introduction and specialized events (NACOT, prototype loans, etc.).
  • Track completion and project compliance with activities related to monthly service report and HMG audit activities.

  • Bachelor’s Degree or equivalent experience required.
  • Master’s Degree preferred.
  • ASE Master Certification (A1-A8) / Advance Engine Performance (L1) desired.
  • 4+ years of experience to lead projects, this includes business, product management, QA Objectives.
  • Project management experience and background and experience working with project management tools and techniques required.
  • Must be self-initiating; able to work under minimal supervision and under high pressure and stress with multiple same time deadlines.
    • Advanced knowledge of project planning and management preferred. 
  • Strong technical acumen with excellent analytical  and problem solving skills.
    • Ability to identify and implement new ideas, process improvements and efficiencies to increase productivity and throughput.

Kia Motors America offers an environment where we place a strong focus on our customer, embrace challenges and work collaboratively. If you’re looking for this type of a dynamic company, then Kia Motors America should be in your consideration for employment opportunities. Based in one of the nation's most desirable communities in Southern California. Our outstanding benefits package includes 100% paid health insurance, 401(k) plan, plus much more. EOE M/F/D/V. For more information about Kia, please visit our website at or


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