Sr. Manager/Quality & Compliance

Etisalat - UAE

Ajman, UAE

Ref: HP440-378

Job description / Role

Employment: Full Time

Brief Description

- Lead & Manage the end to end Transactional Quality function in Etisalat CC for all locations, providing the right strategic input to increase efficiency in business.
- Develop, implement and manage the Quality System & Processes & Continuously re-evaluate the Quality System as part of continuous improvement

Job Requirements

- Bachelor’s Degree in Business Administration
- 11- 13 years’ experience in quality assurance preferably ina call center environment in telecom industry

Requirements

- Lead, & govern the strategic quality function &ensure quality assurance for all Customer Care Centre services by contributing information and analysis to strategic plans and reviews
- Create clear strategy to ensure operational efficiency through quality management system
- Develops and monitors quality standards, procedures, documentation as well as key performance/ productivity indicators in different Customer Care
- Builds a robust quality structure in order to improve CE/ IVR Csat & EUC & manage cost efficiently
- Enhances quality assurance objectives by estimating requirements; preparing; analyzing variances; initiating corrective actions for all Customer Care Services.
- Ensures appropriate root cause analysis through monitoring data to recommend process changes to the appropriate teams
- Ensures compliance Management of Customer Care Services activities with corporate procedures, standards and guidelines
- Is responsible for managing the quality procedure &guidelines (SOP) & communication of the same to the right channels :
- Validates quality processes by establishing service specifications and quality attributes; measuring KPIs; documenting evidence;determining operational and performance qualification; writing and updating quality assurance procedures.
- Monitors the generation of operational reports and presents results to internal customers in ways, which can generate actionable recommendations.
- Provides clear direction, sets targets, prioritizes tasks and assigns responsibilities for the Quality & Performance team.
- Lead & direct the end to end compliance & Audit standards for Customer Care

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.

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Senior Manager salaries in UAE

Average monthly compensation
AED 34,500

Breakdown available for industries, cities and years of experience