Quality Assurance Manager
About the job
Job Brief:
Responsible for planning, developing, and managing quality assurance programs, and initiatives including policies, procedures and automated processes as well as business process optimization. The job entails undertaking and managing audits and investigations on both Quality Management side and Quality of service aspects coupled with customer experience measures.Key Responsibilities:
Ensure all business processes are effective, efficient, and continually improved to satisfy customer expectations and ensure the accessibility of QA documents database/reporting
Ensure all quality-related activities are being effectively audited and corrective and preventive actions are being implemented
Lead and implement various automation projects related to business processes
Debate, implement, and report any government regulation instructions
Establish, monitor, and report quality objectives aimed at increasing the quality level of the service and customers' experience
Manage the Network Drive Test Monthly report including monthly corrective roadmap in coordination with concerned parties
Monitor daily QOS and QOE dashboards and reports "Satisfaction, churn" and align them with the company strategy and monthly action roadmap
Custodian of the Company's SLA, KPIs while ensuring effective and optimized measures take place based on audit and review assignments
Define, assess, and mitigate risks for QOE and QoS across the company
Act as a consultant in performing Work Load Assessment for various entities in Umniah
Actively communicate with international standards bodies in aligning the internal processes implemented in Umniah with best practices and ensuring alignment with international certifications and its continuity
Work as a core member in various committees including strategy, Injaz, 4G and Fiber focusing on bridging the gaps according to assigned actions.
Requirements
Education:
Bachelor's degree in industrial engineering, Mechanical Engineering & Information Technology.Level of Experience:
Advanced Experience in a related field.Technical Skills & Knowledge:
Essential:
Excellent command of computer skills (MS Office).
Deep working experience in telecommunication industry.
Customer centricity and focus.
Excellent knowledge of Quality management and reporting including SLA and compliance.
Excellent knowledge of automation and digital transformation including RPA and business process re-engineering.
Desirable:
Good knowledge of ETOM and process mapping based on ITIL
Good knowledge of RPA
Good knowledge of use cases development and adaptation
Certifications & Licensure:
Essential:
ISO 9001 Lead Auditor
ISO 45001 Lead Auditor
Certified Process Professional
Certified Project Management Professional
Certified Quality Manager
Desirable:
Lean Six Sigma - Green built
Tools & Systems:
Oracle
Project Plan
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