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Volvo Cars · 3 weeks ago

Quality Control Analyst (Professional / Manager)

Ridgeville, SC

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $120K/yr

5+ years exp

Volvo Cars is seeking a Quality Experience/Dispute Resolution Manager to govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market. The role focuses on ensuring rapid, compliant, and customer-centric outcomes on high-impact cases while leading dispute operations and enhancing quality learning and prevention measures.

AutomotiveManufacturingMobileTransportation

Responsibilities

Ensure timely escalation and resolution of potential high-impact issues, preparation of fact-based case reports, and decision readiness for leadership reviews

Consolidate insights from customer care, roadside assistance, warranty data, and technical reports to inform decisions

Chair cross functional team meetings to review and mitigate active cases

Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists, settlements), balancing customer satisfaction, regulatory adherence, and cost

Build standardized SOPs or Operations Manuals for mediation, arbitration, and litigation support

Establish an Alternative Dispute Resolution (ADR) operating process with Legal and Customer Care, including quality of filings, timeliness, and settlement criteria

Convert dispute and critical case signals into root-cause learning and preventive actions (technical journals, service guidance, retailer enablement) in collaboration with Technical Support

Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support (RTS) and field teams to improve case quality, clarity, and cycle time

Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint handling, customer satisfaction, and corrective action)

Integrate Business Continuity principles for critical activities, ensuring continuity of dispute operations during disruptions

Co-develop cross functional KPIʼs and priorities with involved business units

Develop a dispute analytics dashboard (warranty, buyback/trade-assist, customer care signals) with weekly trend reviews and monthly executive reporting

Track and improve: cycle time to resolution, buyback/trade-assist count & cost, re-occurrence rate, and customer satisfaction outcomes

Qualification

Dispute Resolution OperationsISO 9001 familiarityBachelor DegreeAutomotive service qualityStructured escalation frameworksBusiness Continuity constructsCoaching skillsPerformance managementDigital leadership mindsetContinuous improvementLeadership skills