SECTION 1 — ROLE OVERVIEW
The Quality Control (QC) Officer ensures that all products, returns, and vendor listings meet OVMPS quality standards.
They verify returned items, inspect vendor products, ensure compliance with marketplace rules, and work closely with Customer Service, State Managers, and the General Manager.
The QC Officer protects customers from fraud, protects OVMPS from risk, and ensures that vendors follow correct product-listing and service-delivery standards.
SECTION 2 — MAIN RESPONSIBILITIES
2.1 Product Quality Verification
- Inspect returned items to determine whether the customer’s complaint is valid.
- Check for defects, damages, missing parts, or incorrect items.
- Compare the returned item to the vendor’s original listing (condition, color, size, specifications).
- Record detailed QC findings before approving or rejecting the return.
2.2 Vendor Product Compliance
- Monitor vendor listings to ensure they follow OVMPS guidelines.
- Flag prohibited items, misleading descriptions, fake products, or low-quality images.
- Work with the Editor and Vendor Management teams to correct non-compliant listings.
2.3 Return and Refund Validation
- Verify if the product qualifies for return (within 48 hours, 5 working days, category rules, etc.).
- Approve or reject the customer’s return claim after proper inspection.
- Document evidence clearly (photos, videos, and QC notes).
- Forward approved refund cases to Finance for record purposes and to the system for automated processing.
2.4 Fraud Detection
- Identify suspicious return attempts (customer fraud).
- Detect vendor-side fraud such as switching items, fake products, or misinformation.
- Report repeated offenders to the State Manager and General Manager for disciplinary action.
2.5 Documentation and Reporting
- Maintain detailed records for every QC inspection.
- Submit daily and weekly reports to the State Manager.
- Track patterns such as common defects, vendor errors, or recurring issues.
SECTION 3 — WHAT THE QC OFFICER MUST NOT DO
❌ Must not approve refunds without proper inspection
❌ Must not modify vendor membership or pricing
❌ Must not communicate aggressively with vendors or customers
❌ Must not process payouts or access Finance records
❌ Must not change shipping settings or customer addresses
❌ Must not override rules because of personal relationships
❌ Must not ignore incomplete or suspicious returned items
❌ Must not handle disputes outside their assigned role
SECTION 4 — REQUIRED SKILLS
- Strong attention to detail
- Ability to identify product flaws and authenticity issues
- Basic understanding of OVMPS order flow
- Excellent documentation habits
- Integrity and fairness
- Good communication skills
- Ability to handle conflict calmly
- Knowledge of product categories (electronics, fashion, home goods, etc.)
SECTION 5 — DAILY ROUTINE
Morning Tasks
- Review all returned items received within the last 24 hours.
- Check new refund requests awaiting QC validation.
- Read daily updates from the State Manager and CSR team.
Main Work Hours
- Inspect and document each returned item thoroughly.
- Communicate QC results to CSR and State Manager immediately.
- Contact vendors when clarification is needed.
- Monitor suspicious or repeated vendor/product issues.
Afternoon Responsibilities
- Conduct random checks on vendor listings for compliance.
- Flag and report any prohibited or low-quality items.
- Follow up on pending QC cases requiring additional evidence.
Closing Tasks
- Finalize QC reports for the day.
- Update return statuses in coordination with CSR and State Manager.
- Submit daily QC summary to the appropriate WhatsApp group or reporting channel.