Job Brief:
Responsible for ensuring the products/services meet the established quality standards including reliability, usability and performance. Also, responsible for performing Quality of Service assigned activities that include but not limited to: customer care audits and reporting QoS and QoE across operational and nonoperational activities.
Key Responsibilities:
- Prepare quality assurance policies and procedures, interpret, and implement quality assurance standards and document management systems.
- Develop automated Business Processes according to the applied and currently used BPM system.
- Develop sampling procedures and directions for recording and reporting quality data and monitor risk management activities.
- Collect and compile statistical quality data and review the implementation and ensure the efficiency of quality and inspection systems.
- Plan, conduct, and monitor testing and inspection of materials and products to ensure finished product quality
- Perform quality internal audits and other quality assurance activities and investigate customer complaints and non-conformance issues.
- Analyze data to identify areas for improvement in the quality system and develop, recommend, and monitor corrective and preventive actions.
- Prepare reports to communicate outcomes of quality activities.
- Coordinate and support on-site audits conducted by external providers in addition to evaluating audit findings and implementing appropriate corrective actions.
- Audit on the SLA and KPIs compliance form all stakeholders and process owners in timely manner in relation to company's strategy and objectives.
- Generate reports including but not limited to customer suggestions and feedback, mystery shopper, customer surveys.
- Perform other related duties as assigned by the direct manager
Requirements:
Education: Bachelor Degree in Industrial Engineering or any other related fields.
Level of Experience: previous Limited Experience in a related fieldexperience in a similar role/function/industry.
Certifications & Licensures:
Essential:
- ISO 9001 certified lead Auditor
- Certified Process Professional
Desirable:
- Lean management Experience
- ETOM
- ISO 10001, 10002
- EFQM Auditor /implementer
- Certified MS
- COBIT 5
Tools & Systems:
Essential:
- SharePoint
Desirable:
- Oracle
Technical Skills & Knowledge:
Essential:
- A working knowledge in telecommunication industry
- Good skills in charts processing, automated process designing and coding
- Excellent problem solving skills
- Good knowledge of quality assurance techniques and systems
- Good knowledge of risk management: risk assessment techniques, mitigation techniques, risk probability and estimation
- Good knowledge of analysis techniques
- Good knowledge of business process management: business processes and procedures, procedure drafting, process analysis, process development, process modeling, process mapping, measurement techniques
- Good knowledge of quality management: quality management tools, quality norms and standards (e.g. ISO), quality assurance business processes, quality testing, quality auditing
- Excellent command of English language both speaking and writing
- Excellent command of computer skills (MS office)
Desirable:
- Good knowledge of project management fundamentals.
- Good knowledge of ETOM and process mapping based on ITIL.
Desired Skills and Experience
- Quality Assurance