Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Engineering And Technology
Job Description
Jobs at this level are responsible for undertaking the implementation of quality control measures, documenting QPI's for business as well as technology processes, architecture, systems and other applications, managing audits and resolving quality non-compliances. In addition, they are responsible for undertaking the analysis of vendor performance and recommending quality-related improvements to operational processes.
Key ResponsibilitiesManage quality of calls across Call Centers & Billing Operations through sampling to ensure consistency and quality of customer service
Conduct mystery calls to the Call Centers in order to spot-check quality
Manage quality of agent interaction through a closed-loop quality assurance system to improve agent productivity (call monitoring, KPIs, etc.)
Ensure training needs are captured and communicated to the Training section
Manage implementation of shift scheduling
Develop improvement initiatives on measuring quality across Customer Care
Capture information on employees performance based on a comprehensive performance model
Ensure all Call Centers KPIs are being met as required; conduct root cause analysis and escalate issue when necessary
Ensure STC customer experience and customer satisfaction standards are being followed by partner
Prepare investigation reports in order to monitor employees behavior and update VP on a daily/weekly/monthly basis on issues related to inspections
Conduct planned and unplanned audits and business reviews to address any incompliance issues
Escalate system issues
Develop and improve Customer Care sector processes
Ensure proper implementation of non-system related policies, and procedures for call centers
Audit call centers on policies and procedures implementation
Develop new procedures and policies when required
Provide pro-active quality management support to the assigned projects
Manage quality of calls across Call Centers & Billing Operations through sampling to ensure consistency and quality of customer service
Conduct mystery calls to the Call Centers in order to spot-check quality
Manage quality of agent interaction through a closed-loop quality assurance system to improve agent productivity (call monitoring, KPIs, etc.)
Ensure training needs are captured and communicated to the Training section
Manage implementation of shift scheduling
Develop improvement initiatives on measuring quality across Customer Care
Capture information on employees performance based on a comprehensive performance model
Ensure all Call Centers KPIs are being met as required; conduct root cause analysis and escalate issue when necessary
Ensure STC customer experience and customer satisfaction standards are being followed by partner
Prepare investigation reports in order to monitor employees behavior and update VP on a daily/weekly/monthly basis on issues related to inspections
Conduct planned and unplanned audits and business reviews to address any incompliance issues
Escalate system issues
Develop and improve Customer Care sector processes
Ensure proper implementation of non-system related policies, and procedures for call centers
Audit call centers on policies and procedures implementation
Develop new procedures and policies when required
Provide pro-active quality management support to the assigned projects
Education level/MajorBachelor's degree in Business Administration, Engineering or a related discipline
Years of Experience
2 – 4 years of experience in the quality/knowledge management at technology/telecommunication industry.Desired Skills & Knowledge
Intermediate proficiency in business acumen
Intermediate proficiency in STC's products/services
Intermediate proficiency in sales planning and process
Intermediate proficiency in recognizing needs and targeting customers
We are a forward-focused digital champion always been focused on innovation and evolution. Our purpose is to create and bring greater dimension and richness to people’s personal and professional lives. With stc you will always be empowered to focus on delivering what’s next through collaborative and agile ways of working, and a culture that is open to fresh ideas. Transforming the future through impactful digital solutions and mega-projects while fostering our commitment to sustainability.
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