QA Director – Corporate Level

31 أكتوبر، 2022

0 3 2 دقائق

الوصف الوظيفي

Job location:

Jeddah
Dammam

Purpose of Role:

TBA

Scope & Responsibilities:

Capture and analyze Voice of Customer (VOC) through six-sigma, COPC and other tools, and identify gaps between service delivery and customer expectations, leading to customer dissatisfaction.
Gather customer insights and observations from frontline personnel dealing with customers on a daily basis
Share VOC analysis and results with top management and functional teams to identify opportunity areas and action plans.
Drive financial savings for the company through improvement projects and other initiatives.
Facilitate formation of cross-functional teams and provisioning of resources and support.
Lead organization-wide projects and initiatives to target customer dissatisfaction areas and improve service delivery through cross-functional teams.
Improve and reengineer existing processes and procedures.
Drive organizational wide improvement initiatives by leading and aligning the cross functional team at National level to achieve the project objectives.
Evolution of Standardized Business Processes and ensuring uniform deliveries at all the locations through high process adherence score in internal/ external audits.
Formulate and implement project plans at national level.
Identify business needs and strategy / process gaps in line with current / future business targets.
Identify projects and detail estimated timeframes, costs, risks and resultant quality improvements.
Design and carry-out project action plans while as per established budgets and timelines.
Implement derived improvements and control processes.
Process Documentation Control Management, Change, Modify, Distribute, training & Certification.
Drive internal and well as external quality audits
Work with functional managers to ensure identification and closure of all NCs (non-conformance) as per agreed timelines.
Ensure high process adherence to standardize service delivery levels provided to customers.
Responsible for Organizational capability development in fields of Project management, Six sigma, COPC etc.
Promote knowledge sharing and organizational learning by creating various forums and online platforms.
Collect and collate business, function and project-related best practices.
Communicate and share the best practices to the employees by updating them on portal.
Drive replication of best practices at all locations across KSA.
Coordinate with different functions to map, document and standardize all the function-related processes.
Ensure modification and updating of the process maps and procedures to enhance operational efficiency.
Responsible for training and mentoring of black /green Belt and yellow belt projects.
Articulate strategic objectives, under the perspectives of Financial, Customer, Process, People and Organization Development.

المهارات

Experience and Expertise

Qualification: Graduate/Postgraduate. Black Belt Certification in Six Sigma is preferable.
Experience: 10-15 Years experience. The incumbent should have experience in the field of customer service with at least 3 years in the senior management capacity in a BPO service (contact center exposure must).
COPC & Six Sigma (Blue belt – black belt) certified are a must.