Product Quality Assurance Associate at Jumia Nigeria

Objective

• The Product Quality Assurance Associate plays a pivotal role in the customer experience journey by ensuring our customers receive authentic and safe products that exceed their expectations.
• You’ll be accountable for all product quality assurance activities, working with key stakeholders and engaging them to ensure higher standards of quality, improved customer perception, and reduced merchandise return levels.

Responsibilities

• Lead the customer complaint process by working with the appropriate functions in order to analyze the returned product/failure, formulate the response to the customer and work directly with that customer to resolve the issue.
• Ensure QC agents are not passing packages that customers have returned or rejected.
• End to end quality leadership responsibility, provide and enhance quality control processes, both internally and externally, to ensure quality requirements are met
• Analyse data insights across transactional customer satisfaction, QA performance, NPS detractors and support escalations
• Evaluate the acceptability of product quality testing and deciding next steps
• Manage the counterfeit battle (working with Production) and wrong item fulfillment (working with Vendor Support Centre)
• Set direction for our support strategy through building cross functional relationships both internally and externally
• Leverage findings from targeted analysis to contribute to the Continuous Improvement process
• Act as the technical and functional product expert to assigned business categories
• Develop and implement programs to establish, maintain, and deliver high product quality to Vendors and Customers

Professional Skills & Qualifications

• A minimum of 5 years' experience in quality inspections and quality management
• Experience in a customer facing quality role
• Experience in directly-related quality assurance/quality control functions, preferably in a manufacturing environment.
• Proven technical acumen demonstrated within a manufacturing, quality or consumer products environment
• Comfortable working in a dynamic, low-structure, constantly changing atmosphere and prioritizing work appropriately
• Proficiency in data analysis tools
• Familiarity with ISO quality systems and typical standard operating procedures.

We Offer

• A unique experience in an entrepreneurial, yet structured environment
• The opportunity to become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures