Urwah Admin

ECCO Gulf Majorel Qatar

<div><b>Key Duties and Responsiblites
</b><ul><li>Manage and coordinate administrative activities, documentation, trackers, reports, meeting actions, and cross-functional follow-ups to ensure smooth operational governance.</li><li>
Review operational and commercial contracts, service agreements, SLAs, and related documents to identify obligations, risks, gaps, and areas requiring clarification or management attention.</li><li>
Analyze the contact center work environment, operational processes, employee feedback, and performance trends to identify improvement opportunities and support better business decisions.</li><li>
Investigate process delays, workflow bottlenecks, approval gaps, and recurring operational issues, and provide clear root-cause analysis with practical recommendations and corrective actions.</li><li>
Prepare management reports, business cases, process improvement proposals, and executive-level insights while coordinating with Operations, HR, Finance, Legal, and other stakeholders to ensure timely implementation.</li></ul>
<b>Qualification and Experience
</b><ul><li><b>10 Years </b>of minimum experience required for this position in this same industry.</li><li>
Bachelor's Degree</li><li>
Contact Centre Experience is mandatory.</li><li>
Fluent in Arabic &amp; English</li></ul></div><p></p>

Senior Business Analyst – Contact Center

<div><p>Work as a key member of the IT team conducting business requirements analysis and documentation (elicitation, gathering, verification, and validation), supporting solution implementation, testing, and quality assurance to deliver reliable IT solutions that meet business needs.</p><p>
The role is responsible for eliciting and documenting business requirements, mapping business processes, and translating business needs into functional and non-functional specifications and implementable technical solutions through programming or configuration.</p><p>
Lead and execute quality assurance activities including System Integration Testing (SIT), User Acceptance Testing (UAT), test planning, test case design, defect management, evidence-based signoffs, and reporting while ensuring adherence to organisational standards, quality control processes, and information security requirements.</p><p></p><p><b><br>
Key Accountabilities</b></p><h2 class="jobSectionHeader"><b>
Business Requirements Analysis</b></h2><ul><li>
Elicit, analyse and document functional and non-functional requirements.</li><li>
Gather business rules and acceptance criteria through workshops, interviews and stakeholder meetings.</li><li>
Prepare BRD, FRD, SRS, SOW, User Stories and Requirements Traceability Matrix (RTM).</li><li>
Maintain end-to-end traceability between business requirements and testing.</li></ul><h2 class="jobSectionHeader"><b>
Process Mapping &amp; Documentation</b></h2><ul><li>
Document As-Is and To-Be business processes.</li><li>
Prepare workflows and system interaction diagrams.</li><li>
Maintain SOPs, user guides, release notes, manuals and knowledge base documentation.</li><li>
Ensure documentation is updated and version controlled.</li></ul><h2 class="jobSectionHeader"><b>
Application Development &amp; Enhancements</b></h2><ul><li>
Support implementation of approved system enhancements and change requests.</li><li>
Assist with programming, scripting and application configuration.</li><li>
Perform impact analysis and provide technical clarifications.</li><li>
Ensure development complies with organisational standards.</li></ul><h2 class="jobSectionHeader"><b>
Information Security</b></h2><ul><li>
Ensure applications comply with information security policies.</li><li>
Support implementation of security controls.</li><li>
Minimise risks related to data loss, cyber threats and system vulnerabilities.</li></ul><h2 class="jobSectionHeader"><b>
Testing &amp; Quality Assurance</b></h2><ul><li>
Lead System Integration Testing (SIT).</li><li>
Coordinate User Acceptance Testing (UAT).</li><li>
Define testing scope, strategy, entry and exit criteria.</li><li>
Prepare UAT documentation and obtain business sign-offs.</li></ul><h2 class="jobSectionHeader"><b>
Test Planning</b></h2><ul><li>
Develop test plans and detailed test cases.</li><li>
Perform positive, negative and edge-case testing.</li><li>
Maintain complete testing evidence and documentation.</li></ul><h2 class="jobSectionHeader"><b>
Defect &amp; Change Management</b></h2><ul><li>
Log, prioritise and monitor defects.</li><li>
Validate fixes through regression testing.</li><li>
Support release readiness activities.</li><li>
Ensure quality gates are completed before production deployment.</li></ul><h2 class="jobSectionHeader"><b>
Application Support &amp; Vendor Coordination</b></h2><ul><li>
Coordinate with vendors regarding incidents, upgrades and system enhancements.</li><li>
Support troubleshooting and root cause analysis.</li><li>
Monitor vendor performance against agreed service levels.</li></ul><h2 class="jobSectionHeader"><b>
Stakeholder Coordination</b></h2><ul><li>
Coordinate activities between business users, IT teams, project managers and vendors.</li><li>
Manage project actions, dependencies, risks and issues.</li><li>
Escalate project risks where necessary.</li></ul><h2 class="jobSectionHeader"><b>
Reporting</b></h2><ul><li>
Prepare project status reports.</li><li>
Maintain dashboards, RAID logs and meeting minutes.</li><li>
Produce executive reports and project updates.</li><li>
Provide reports in both Arabic and English where required.</li></ul><h2 class="jobSectionHeader"><b>
Standards &amp; Compliance</b></h2><ul><li>
Ensure compliance with SDLC standards.</li><li>
Follow change management and documentation standards.</li><li>
Maintain governance and audit compliance.</li><li>
Ensure testing documentation is audit ready.</li></ul><h2 class="jobSectionHeader"><b>
Application Documentation</b></h2><ul><li>
Maintain complete application documentation.</li><li>
Update technical documents following system changes.</li><li>
Ensure documentation is easily accessible.</li></ul><h2 class="jobSectionHeader"><b>
MIS &amp; Reporting</b></h2><ul><li>
Prepare timely functional reports.</li><li>
Produce management information reports.</li><li>
Support reporting requirements across IT projects.</li></ul><h2 class="jobSectionHeader"><b>
Policies &amp; Procedures</b></h2><ul><li>
Follow organisational policies, procedures and quality standards.</li><li>
Deliver services in a controlled and consistent manner.</li></ul><h2 class="jobSectionHeader"><b>
Other Responsibilities</b></h2><ul><li>
Perform additional duties as assigned.</li><li>
Provide backup support to colleagues when required.</li></ul><p></p><p><b>
Qualifications &amp; Experience</b></p><ul><li>
Bachelor's Degree in Computer Science, Computer Engineering, Information Technology or equivalent.</li></ul><ul><li>
Minimum 5 years of relevant IT experience.</li><li>
Fluent in Arabic and English</li><li>
2&ndash;4 years of experience designing, developing, configuring and supporting applications.</li><li>
Banking or Financial Services experience is preferred.</li></ul><p><b>
Job Specific Skills</b></p><ul><li>
Knowledge and experience of the full development lifecycle for IT projects including Analysis, Design, Development, Testing, Implementation and Documentation of applications.</li><li>
Technical competencies should include:<ul><li>
Microsoft Office Products (Word, Excel, PowerPoint, Project, Visio, others.)</li><li>
Java / .Net with C# knowledge / C++ / Python / React / Other.</li><li>
APIs, Web Applications, and Web Services.</li><li>
HTML, JavaScript, JQuery.</li><li>
Databases such as SQL Server / Oracle / Sybase.</li></ul></li><li>
Extensive hands-on experience in developing interfaces.</li><li>
Knowledge of the industry and regional market is preferred.</li><li>
Knowledge of latest IT developments and trends.</li><li>
Knowledge in system integration and administration.</li><li>
Ability to collaborate and communicate effectively.</li><li>
Ability to interact with internal and external stakeholders in a multi-cultural environment.</li></ul></div>

IT Analyst & Quality Assurance

<div><b>Work Summary</b>
<p>
To assist spectrum management department in in all aspects of payments related task reduce pressure on the station licensing engineers located at offices.</p><p><b>
Key Responsibilities:</b></p><p>
1. Handling a large number of customers and processing all financial procedures related to licensing through the Enterprise Resource Planning (ERP) system and the Automated Frequency Management System (AFMS), in addition to continuous coordination with the Spectrum Licensing Section and the Finance Section within the Shared Services Department, to ensure the efficiency of financial operations related to small vessel licenses.
</p><p>2. Facilitate the financial procedures associated with issuing radio licenses for vessels and to follow up on matters related to fee collection. The duties are of critical importance in processing a large volume of applications and serving customers efficiently.
</p><p>3. Facilitating and expediting the financial procedures associated with license issuance.</p><p>
4. Enabling specialized staff to focus on technical aspects of the licensing process.</p><p>
5. Improving customer experience and reducing waiting times.</p><p>
6. Minimizing congestion and operational challenges.</p><p>
7. Enhancing coordination with the Finance Section.</p><p>
8. Enabling company staff to carry out field activates (Al Khor &amp; Ruwais side).</p><br>
<p></p>
<b>Edication &amp; Professional Experience</b>
<ul><li>Bachelor's degree in finance, Accounting, or related Field.</li><li><b>
3-5 Years</b> of Experience in Finance Reporting</li><li>
Proficiency in Excel and Financial Modelling.</li><li>
Proficiency in ERP System.</li><li>
Excellent Communication and Presentation Skills</li><li>
Previous Experience in the <b>Telecom Sector is an advantage</b>.</li></ul></div><p></p>

Accounting Support Services

<div><b>Key Activities</b>
<p>
1. Experience selling regulated financial products via phone with adherence to scripts and compliance controls (industry banking practice)
</p><p>2. Ability to work within governed telesales environments with call recording and quality assurance (Verification Needed)
</p><p>3.Execute outbound and inbound telesales campaigns for credit card acquisition to achieve monthly card sales targets (+cards/month).</p><p>
4.Convert bank-provided leads and prescreened/preapproved prospects to activated cards, improving lead-to-sale conversion rate (+pp).</p><p>
6.Apply approved sales scripts and product propositions to ensure compliant selling and reduce mis-selling incidents ( incidents).</p><p>
7.Prioritize outreach using provided propensity models and lead lists to improve productivity per agent (+cards/FTE).</p><p>
8.Educate customers on card features, benefits, fees, and usage to improve activation rate within 30 days (+pp).</p><p>
8.Capture accurate customer information and update CRM/sales systems to maintain data quality ( rework/errors).</p><p>
9.Adhere to governance controls including call recording, quality checks, and policy compliance to meet audit standards (100% compliance).</p>
<b>KPIs</b>
<p>
Monthly cards sold per agent (+cards/month)</p><p>
Lead-to-sale conversion rate (+pp)</p><p>
Card activation rate within 30 days (+pp)</p><p>
Sales quality score from call monitoring (% compliant)</p><p>
Productivity per agent (cards/FTE)</p><p>
Script adherence and compliance incidents ( count)</p>
<b>Knowledge and Experience
</b><p>1.Credit card acquisition lifecycle knowledge (lead sale activation)</p><p>
2.Understanding of regulated sales environments and mis-selling prevention</p><p>
3.Familiarity with contact-centre operations, call handling, and CRM usage</p><p><b>
Nice-to-have:</b></p><p>
1.Experience with pre-screened or preapproved card sales models</p><p>
2.Exposure to cross-sell (debit-to-credit) or ETB reactivation campaigns</p><p>
3.Familiarity with UAE/GCC retail banking products and customer expectation</p><p><b>
Mandatory Skills</b></p><p>
1. Phone-based consultative selling and objection handling</p><p>
2. CRM and sales system data entry and hygiene</p><p>
3. Scripted sales execution with compliance focus</p><p>
4. Basic sales performance tracking (targets, productivity, conversion)</p></div>

Card Sales Acquisition Specialist (Teleagent)

<div><p>We are looking for a skilled <b>IT Support Specialist (L1)</b> to join our IT support team and ensure smooth day-to-day IT operations and user support.</p><p>
Key Responsibilities</p><ul><li> Respond to and resolve L1 IT incidents (hardware, software, basic network, account access)</li><li> Log all tickets in the IT ticketing system (integration with Symphony per CL-03, CL-04, and integration sheet</li><li> Escalate unresolved issues to IT Helpdesk Supervisor</li><li> Assist agents with login issues, application errors, printer/peripheral problems</li><li> Perform basic troubleshooting of telephony/softphone issues</li><li>
Support onboarding of new users, including access provisioning and workstation setup in coordination with relevant teams</li></ul><h3 class="jobSectionHeader"><b>
Requirements</b></h3><p><b>
Education:</b></p><ul><li>
Diploma or Bachelor&rsquo;s degree in IT, Computer Science, or a related field</li></ul><p><b>
Experience:</b></p><ul><li>
Minimum 2&ndash;3 years in IT Helpdesk or Technical Support roles</li></ul><p><b>
Certifications (Preferred):</b></p><ul><li>
ITIL Foundation</li><li>
CompTIA A+</li><li>
Microsoft 365 Fundamentals</li></ul><p><b>
Languages:</b></p><ul><li>
Fluent in Arabic and English (bilingual mandatory)</li></ul><p><b>
Technical Skills:</b></p><ul><li>
Windows OS troubleshooting</li><li>
Microsoft Office support</li><li>
Basic networking knowledge</li><li>
Active Directory user management</li><li>
Basic understanding of VoIP/telephony systems</li></ul></div>

IT Support Specialist (L1)

<div><p>We are looking for an experienced IT Helpdesk Supervisor to oversee daily Level 1 IT support operations and ensure smooth service delivery across shifts.</p><h2 class="jobSectionHeader"><b>
Key Responsibilities</b></h2><ul><li>
Supervise L1 IT support team across shifts.</li><li>
Ensure adherence to ITIL-aligned incident management processes.</li><li>
Act as escalation point for unresolved L1 issues before routing to L2/L3 support teams.</li><li>
Generate weekly IT support performance reports including ticket volume, first-call resolution, response times, and resolution times.</li><li>
Coordinate with internal IT teams for system access and new agent onboarding/offboarding.</li><li>
Manage IT support schedule and shift handover.</li></ul><h2 class="jobSectionHeader"><b>
Requirements</b></h2><ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.</li><li>
Minimum 5&ndash;7 years of experience in IT support operations, including at least 2 years in a supervisory role.</li><li>
Mandatory certification in ITIL 4 Foundation (per CL-65 &ndash; required for IT Helpdesk Supervisor)</li><li>
Additional certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are preferred.</li><li>
Fluency in both Arabic and English is mandatory.</li><li>
Hands-on experience with service desk tools and ticketing systems.</li><li>
Knowledge of Azure Cloud environment.</li><li>
Strong communication, coordination, problem-solving, and team management skills.</li></ul></div>

IT Helpdesk Supervisor

<div><p>We are looking for a <b>Senior Business Analyst</b> to join our team and support data-driven decision-making and operational performance improvement.</p><h4 class="jobSectionHeader"><b>
Key Responsibilities:</b></h4><ul><li>
Analyze operational data (calls, leads, AHT, SLA, conversion, productivity) to identify trends, gaps, and improvement opportunities.</li><li>
Provide actionable insights to improve performance, efficiency, and customer experience.</li><li>
Monitor key KPIs and conduct root cause analysis (RCA) for performance deviations.</li><li>
Design and maintain daily, weekly, and monthly performance reports.</li><li>
Build and manage automated dashboards using Excel and Power BI for real-time reporting.</li><li>
Ensure accuracy, consistency, and alignment of reporting with business requirements.</li><li>
Identify inefficiencies in workflows, processes, and resource utilization.</li><li>
Recommend and implement data-driven solutions to improve productivity and reduce costs.</li><li>
Support workforce planning through forecasting, volume analysis, and staffing models.</li></ul><h4 class="jobSectionHeader"><b>
Requirements:</b></h4><ul><li>
Experience in business analysis, data analysis, or operations reporting.</li><li>
Strong knowledge of KPIs, reporting, and performance analysis.</li><li>
Proficiency in Excel; Power BI is an advantage.</li><li>
Strong analytical and problem-solving skills.</li><li>
Experience in operations or contact center environment is preferred.</li></ul></div>

Senior Business Analyst – Call Centre Operations

Join ECCO Gulf Majorel Qatar and explore 9   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.