Fast Telco Subsidiary of Ooredoo Kuwait

This role will be responsible for analyzing, maintaining, coordinating, collaborating various activities and tasks that fall within the scope of the Quality of excellence function. This shall encompass monitoring, analysis and benchmarking of various quality assurance framework attributes such as its KPI’s , associated processes etc. within the customer care division

• Play a consultative role in the development of Quality vision & strategy in coordination with resources from other departments and divisions, to ensure achieving customer satisfaction.
• Coordinate and assist in the implementation of a customer contact strategy that includes attributes such as quality of service delivery, interaction quality, efficiency, sustainability etc.
• Coordinate and assist in the implementation a Quality Assurance framework along with its associated processes, KPI’s etc in collaboration with other departments and divisions.
• Coordinate and assist in the implementation of quality management concepts & tools in collaboration with other departments and divisions.
• Responsible to carry out Quality assurance procedures in accordance to approved quality assurance processes.
• Develop test, prototype and launch plans for various products and services launched by customer care, in collaboration with resources from other departments and divisions.
• Monitor quality performance to identify gaps & areas of improvement.
• Implement audit recommendations to resolve non conformities & implementation of required corrective actions
• Work with Business Excellence Department resources to reengineer business processes to improve efficiency & ensure implementation of customer centric processes.
• Responsible to conduct periodical review & analysis of customers' complaints, customer satisfaction surveys and quality reports to identify gaps & improve performance.
• Implement Total Quality Management (TQM) techniques to achieve competitive market advantage.

  Responsible to conduct quality performance & customer interfacing processes benchmark surveys with local & international competitors, so as to identify gaps & recommend improvements.

• Analyse, report and present periodic reports on quality KPI’s and qualitative performance of various customer care functions, to the manager of quality of excellence and his peers and assist in the formulation of action/recovery plans to address gaps.
• Analyse QA/QE KPI’s to set short-, medium- and long-term targets based on various attributes like customer expectations, market trends, organizational goals etc. This shall be carried out in coordination with resources from other departments and divisions.
• Analyze QA/QE KPI’s performance on a periodic basis to determine variances and introspect threshold limits, beyond which improvement action plans are triggered.
• Execute improvement actions as part of a Continuous Improvement Program (CIP) in collaboration with other departments in customer care and other divisions, to continuously improve on quality standards, based on market trends and customer expectations

• Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
• Other duties as directed by department manager.

• 3-4 years’ experience in Quality Assurance using methodologies like TQM
• Excellent command of both written and verbal English and Arabic
• Strong analytical and data analysis skills
• Knowledge of the Telecom industry would be an advantage
• Good knowledge of MS Office applications like Microsoft Project, Excel, Power Point, Word etc.

• Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities  Bachelor degree in business or a related discipline and appropriate registration with a recognized professional institute.

• Strong analytical and presentation skills
• Good knowledge of telecommunications products and services
• Strong interpersonal communication skills
• Vendor management skills
• Previous experience in Quality Assurance, testing, prototyping techniques etc.