Job Purpose

This role is responsible for leading the execution and control of quality standards for U-Solutions’ in-store repair operations. 

The position ensures that store operations and repair processes consistently meet defined quality standards through audit, monitoring, and corrective action management. 

The role focuses on identifying deviations, resolving operational issues, and stabilizing quality performance, rather than designing QA frameworks.

Primary Job Responsibilities

Development of SOPs and Operational Standards

• Define and document SOPs, quality standards, and operational standards for in-store repair operations, ensuring they are practical and executable at store level.
• Establish standard processes for repair intake, diagnosis, repair work, final inspection, customer communication, and escalation.
• Continuously review and improve SOPs and operational standards based on field issues, audit findings, and operational performance results.

Quality Control Execution

• Execute quality control activities across store operations and repair services
• Monitor adherence to defined SOPs and operational standards
• Identify quality deviations and ensure immediate corrective actions

Store Operations Quality Monitoring

• Conduct regular audits of stores focusing on service quality, intake accuracy, and communication
• Track performance issues and follow through until resolution
• Provide feedback to store staff and managers to ensure compliance

Repair Quality Control

• Monitor repair quality including defect recurrence and rework cases
• Identify root causes of operational issues and implement corrective measures
• Ensure consistency in repair execution across locations

Issue Management & Corrective Action

• Lead handling of quality incidents and escalations (customer complaints, defects, service failures)
• Coordinate with internal and external stakeholders to resolve issues
• Track and report resolution progress

 Cross-Store Quality Management and Recurrence Prevention Design for Franchise Expansion

• Design and implement cross-store quality management processes to ensure consistent quality standards across all stores, including franchise locations.
• Analyze quality issues identified at individual stores as common risks across the store network, and standardize recurrence prevention measures.
• Build mechanisms to prevent similar issues from recurring at other stores by reflecting corrective actions into training, audit criteria, and operational rules.

Audit & Compliance

• Execute quality audits and ensure compliance with client requirements and contracts
• Identify gaps and enforce corrective actions

Reporting & Performance Tracking

• Monitor key operational metrics (e.g., rework rate, turnaround time)
• Report quality performance to stakeholders and clients

Stakeholder Coordination

• Work with store operations, repair vendors, and clients to resolve quality issues
• Support continuous communication to maintain service quality

Financial Responsibility

• Manage costs related to quality improvement initiatives
• Contribute to cost optimization through reduction of rework and defect rates

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Required Skills, Experiences

• Bachelor’s degree or equivalent experience
• Native Japanese language skill
• Practical experience in quality control, operations management, or service delivery
• Experience handling customer complaints, quality incidents, or operational issues
• Strong understanding of repair or service operations
• Ability to identify operational issues and implement corrective actions
• Strong stakeholder communication and problem-solving skills

Preferred Skills, Experiences

• Business level English skill
• Experience in after-service operations (repair, warranty, customer support)
• Experience working with external vendors or partners
• Experience in multicultural operations

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Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

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