Qureos Mentor

Crane Authentication (NXT)

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 As a partner to businesses and governments,
 
 Crane Authentication
 
 offers expertise and cutting-edge innovations that protect and enhance products, secure identities, safeguard revenues and enforce compliance. Customers from different business sectors and levels of government trust our team of 1,250 people for their expertise in R&amp;D, security design, engineering and data-driven insights. We are an integral part of
 
 Crane NXT
 
 , a c$2 billion dollar business with over 5,000 associates
 
 
 
 
 
 
 Position Summary &amp; Objective
 
 
 
 The Regional Manager, Customer Care Quality ensures quality standards set for the Crane Authentication Service Management Provision are met. Ensures alignment with the standards, efficiencies and best practices across the global Customer Care centres. This role ensures quality is consistent and meets both internal and external requirements.
 
 
 The role co-creates, maintains and advises on the performance of the Service Management quality management system; produces data and reporting on performance; and measures against set standards. This role looks into individual performances within the Service Management function to identify gaps and potential optimizations.
 
 
 Being based in Riyadh, the Regional Customer Care Manager will work closely with the ZATCA Service Delivery Manager to support managing the performance of the KSA Customer Care team.
 
 
 
 
 
 
 Essential Functions Performed by the Position
 
 
 
 &middot; Works with all Practice owners to devise and establish quality procedures, standards and specifications, co-develops Service Quality plans ensuring customer requirements are met and forms the scope for the Service Management Quality Management System.
 
 
 &middot; Looks at ways to reduce waste and increase efficiency.
 
 
 &middot; Reviews existing policies and procedures and makes suggestions for changes and improvements.
 
 
 &middot; Establishes, enhances and maintains existing quality controls and documentation procedures.
 
 
 &middot; Implements procedures to monitor and evaluate Service quality at various touchpoints, identifying deviations from process and standards.
 
 
 &middot; Monitors performance by gathering relevant data and produce statistical reports.
 
 
 &middot; Tracks Key performance Indicators (KPI&rsquo;s) related to Service Management Quality.
 
 
 &middot; Measures performance and identifies any areas of weakness, recommending and implementing improvements.
 
 
 &middot; Leads improvement initiatives in Continual Improvements and assesses the effectiveness.
 
 
 &middot; Provides regular quality score feedback to individual&rsquo;s, Managers and Senior Managers through various feedback techniques, including review sessions, report delivery and more.
 
 
 &middot; Gathers and analyses customer feedback to understand t needs and preferences, to refine Service Management Delivery.
 
 
 &middot; Liaises with managers and staff to provide training, tools and techniques to enable others to achieve quality standards.
 
 
 
 
 
 
 Disclaimer
 
 
 
 This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
 
 
 
 
 
 Position Qualifications
 
 
 
 
 Education:
 
 
 
 &middot; Bachelor's degree in business administration, finance, or related work experience.
 
 
 
 
 
 Experience
 
 :
 
 
 &middot; 5 years experience in Quality Management, preferably in Customer Support environments.
 
 
 &middot; Good understanding of ITIL Framework
 
 
 Certifications/Licenses:
 
 
 &middot; ITIL Certification is a plus.
 
 
 
 
 
 Language Proficiency:
 
 
 
 &middot; Fluent in English. Speaking Arabic is a plus.
 
 
 
 
 
 Knowledge, Skills, and Abilities
 
 
 
 &middot; Communication and interpersonal skills
 
 
 &middot; Analytical and problem-solving ability
 
 
 &middot; Planning and project management skills
 
 
 &middot; A strategic approach to work
 
 
 &middot; Ability to facilitate change
 
 
 &middot; Attention to detail
 
 
 &middot; An understanding and appreciation of other people&rsquo;s work disciplines.
 
 
 
 
 
 
 WHAT&rsquo;S IN IT FOR YOU?
 
 
 
 
 
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 Work for a market leading, established product company.
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 Nice modern offices with great facilities.
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 Health Insurance.
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 24 days holidays plus national holidays.
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 <li>
 Life Insurance.
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 </ul>
 
 
 
 
 
 
 Crane Authentication is part of Crane NXT
 
 
 
 
 
 Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. Crane NXT has approximately 5,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.
 
 
 
 
 
 
 
 We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by law.
 
 
 
 
 We receive a high number of applications, so apologies if we are unable to provide specific feedback. If we feel you are a fit for the role, we&rsquo;ll be in contact.
 
 
 
 
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Customer Care Quality Manager

Join Crane Authentication (NXT) and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Crane Authentication (NXT)

ABOUT_COMPANY

Customer Care Quality Manager