Employment: Contract
*Candidates with Quality Management Systems in BPO environment to apply*
Job Purpose:
The Manager – Quality Assurance is responsible for establishing, planning and implementing a robust quality management strategy and framework. The role holder reviews procedures, processes and outputs while tracking client feedback to identify successes, gaps, errors and oversights, and non-conformity issues through robust processes to propose corrections and improvements. Focuses on the entire business life cycle from client acquisition to separations and works collaboratively with senior management and various departments on process & performance improvement, feedback processing, issues resolution, reporting, data quality, and guiding implementation of change.
Key Accountabilities:
§ Reviews and coordinates the development of the Company’s strategy, framework, policies and procedures, in relation to Quality Assurance and Quality Control (QA/QC) to ensure smooth, error free, efficient, and effective processes across the organisation that are resource optimised and lead to high customer/client satisfaction
§ Recommends and implements quality programmes, where applicable, in accordance with relevant accreditation standards (ISO: 9001:2015 etc.) and in compliance with Company policies and statutory regulations (e.g. Data Protection)
§ Develops and updates metrics for Quality Assurance activities, establishes objective measurement mechanisms and analyses performance data on the metrics against industry benchmarks to report performance and support continuous improvement in operational and service quality
§ Reviews, monitors and reports on the client acquisition process covering the entire cycle from initial expression of interest to commencement of business in Qatar
§ Monitors the performance of the Call Centre/Client Affairs helpdesk through live monitoring and use of call recording system and applications, and with respect to other established means of communication and transaction processing – including assessments of call centre agents where necessary
§ Obtains and analyses customer/client feedback & issues using accepted QA/QC methods (e.g. RCA – Root Cause Analysis) and ensure quality processes and maintain all customer satisfaction
§ Manages the log of quality reports and analyze quality data to recommend, follow up and improve operational effectiveness
§ Prepares quality documentation, presentations, and reports by collecting, analyzing and summarizing information and trends including failed processes, recalls, corrective actions, and re-validations
§ Utilizes data analytics and other quality monitoring system tools to prepare periodic management reports to facilitate data-driven improvements
§ Represents the Company in responding to escalated complaints and grievances, based on established protocols, permissions and regulatory requirements within established internal processing timelines and guidelines
§ Develops preventive occurrence and corrective action procedures and action plans and monitors to ensure their implementation
§ Collaborates closely with all relevant departments to plan, develop, implement, and continuously improve on a total quality framework & systems; and inculcate an organisation wide culture for quality improvement
§ Includes benchmarking, collaboration, and empowerment in every aspect of the role
Professional/Academic Qualifications:
Bachelor’s degree in Business Administration, or other related business discipline.
Appropriate industry recognized certifications/licenses
Experience:
Minimum 8 years’ experience in Quality Management function in the financial/banking/BPO sector and at least 3 years’ experience in managerial roles
Experience with Quality Management Systems in BPO environment
A leading Financial Organization in Qatar.
Source: Job Posting - gulftalent.com
