NASI - Quality Data Analysis Manager

COMPANY BACKGROUND

LOVE.

It's what makes Subaru, Subaru®.

As a leading auto brand in the US, we strive to be More Than a Car Company®.

Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow.

That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability.

With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product.

We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table.

Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

ROLE SUMMARY

The Quality Data Analysis Manager will focus on gathering and analyzing multiple sources of quality data and information from diversified perspectives, provides objective and quantitative reporting, and quickly identifies and prioritizes legitimate quality topics that have a strong rationale for quality improvement.

Identifies areas of improvement in the existing process concerning information collection, data analysis, and escalation topics in collaboration with North American Subaru, Inc.

(NASI) Quality Assurance (QA) Customer Quality 1 (CQ1) team (NASI-QA-CQ1) and makes recommendations to manager.

Develops, implements, and promotes processes to improve Subaru customer loyalty, such as buyback reduction and "Fix Right First Time" (FRFT) activities.

Coordinates and negotiates with stakeholder departments, such as Subaru of America- (SOA)-Service, SOA-Information Technology (IT), SOA-Legal, SOA-Customer Advocacy Department (CAD), and Subaru Corporation- (SBR)-QA.

Primary Responsibilities

Must be able to perform all of these:

Gathers and analyzes multiple sources of quality data and information from diversified perspectives, including but not limited to the examples below; provides objective and quantitative reporting; and quickly identifies and prioritizes legitimate quality topics that have a strong rationale for quality improvement.

Warranty claims.

Telematics (Diagnostic Trouble Code [DTC]).

Customer complaints.

Customer Advocacy Department (CAD).

Carcomplains.com.

National Highway Traffic Safety Administration (NHTSA) Vehicle Owner Questionnaire (VOQ).

Utilizes web scraping data to gather and analyze customer complaints.

Retailer service appointment.

Quality Monitoring Reports (QMRs).

Technical Reports (TRs).

Subaru of America, Inc.

(SOA) service.

Vehicle Buyback and Lemon Law data.


* Manages the process of generating objective, quantitative, logical ev...