Quality Manager

JOB PURPOSE:

Lead team of quality officers to conduct quality control activities according to predefined standards

Apply total quality management tools and approaches to analytical and reporting processes

Conducts regular quality induction and awareness sessions in order to educate new and old staff on basics of quality guidelines, rules and procedures.

Follow-up implementation vision in “Quality assurance” ”unit is to assure that the services, the behaviours and the environment are within minimum standard of Emkan Finance.

KEY ACCOUNTABILITIES:

• Manage Quality assurance to achieve per-designed targets.
• Set the targets for his teams that will improve the quality of service and keep customer satisfaction to highest level.
• Promote teamwork and contribute effectively to the achievement of team morale and business goals.
• Coordinate team activities so that work is completed effectively, efficiently and to the required standards
• Evaluate the performance of team members and provide constructive feedback for performance improvement where required. Apply the company’s policies in affair and transparent manner.
• Increase the productivity of his team.
• Formulate, document and maintain quality assurance standards and on-going quality control objectives
• Coordinating with stakeholders, providing them with reports and continuing to improve the quality of the customer experience
• Leading collaboration across levels and stakeholders to champion awareness, understanding, and utilization of customer feedback to improve the customer experience.
• Provide analysis for operation long and short term targets.
• Set action plans to achieve these targets.
• Develop and improve the Quality assurance process to meet customers’ expectations.
• Follow low performance measurement indicators that affect customer experience and make recommendations.
• Perform data analysis and build reporting by using data visualization tools, intermediate to sophisticated spreadsheet functions.

Qualifications and experience:

• Bachelor Degree in Business Administration or any relevant major
• 5+ years of experience in Customer Care, with a large portion in QA management.
• Hands-on experience in the customer service space, CC quality assurance.
• Integrity
• Strong English
• Quality management skills
• Teamwork
• Obtaining quality certificate )COPC- Six Sigma..(
• Results orientation
• Microsoft Office Skills
• People Management