Head of After-Sales Service Quality Control

Job Summary

VinFast is seeking a Head of After-Sales Service Quality Control to lead and continuously improve the quality of after-sales services across our nationwide and global service network. This role is responsible for establishing quality standards, monitoring service performance, driving corrective actions, and ensuring an exceptional customer experience that aligns with VinFast’s brand promise and global automotive standards.

Key Responsibilities

• Develop, implement, and continuously improve after-sales service quality standards, policies, and procedures across service centers and dealer networks.

• Establish and manage quality control systems to monitor service performance, repair quality, turnaround time, and customer satisfaction.

• Conduct regular audits, inspections, and assessments of service operations to ensure compliance with VinFast standards and regulatory requirements.

• Analyze service quality data, customer feedback, and warranty claims to identify root causes, trends, and improvement opportunities.

• Lead cross-functional initiatives with After-Sales Operations, Technical, Training, and Customer Experience teams to drive service quality improvements.

• Define and track key quality KPIs (e.g. repair accuracy, first-time fix rate, repeat repair rate, customer satisfaction scores).

• Manage corrective and preventive action plans (CAPA) and ensure timely and effective implementation.

• Oversee service quality training programs in collaboration with the Training team to enhance technical and service capabilities.

• Act as a key escalation point for critical service quality issues and customer complaints.

• Prepare regular quality performance reports and present insights and recommendations to senior management.

• Lead, coach, and develop the Service Quality Control team to build a strong quality-driven culture.

Requirements

Benefits

• Be part of a fast-growing global automotive brand with a bold vision for sustainable mobility.

• Work in a dynamic, innovative, and international environment.

• Opportunity to shape and elevate after-sales service quality at a global scale.

• Competitive compensation and benefits package.