Senior Manager Quality and Compliance in etisalat Ajman , UAE Full Time

We believe that your unique experiences, skills and passions will further shape into a challenging and rewarding career at Etisalat. In your association with Etisalat, you will gain best in class experience in telecommunications business and you will become part of a winning team dedicated to help you develop, learn and grow.

At Etisalat, as a business, and as a winning team, we’re amazingly diverse. But we have all got a few things in common.

•We’re ambitious
•We’re open minded.
•We’re dynamic.
•We respect our customer’s needs.
•We enjoy working together.
•We embrace new technologies.
•And we’re excited about the future.

At Etisalat, you are encouraged to be creative, think way outside the box, and work with some of the industry’s most innovative minds on high impact assignments.

This will build a healthy culture of employee engagement and ultimately lead to engaged customers.

We welcome you to Etisalat. As we together engage to make your career fulfilling in Etisalat, we also look forward to your ideas to drive Etisalat to future success.

We are actively looking for an professional to join our Marketing Team as Sr. Manager/Quality & Compliance, wherein the candidate would

Lead & Manage the end to end Transactional Quality function in Etisalat Customer Care for all locations, providing the right strategic input to increase efficiency in business

Develop, implement and manage the Quality Systems & Processes & Continuously re-evaluate the Quality System as part of continuous improvement.

In detail, the incumbent would be entrusted to excute the following responsibilities :

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 KPI’s; 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.

Ideally we’re looking for graduates with Bachelor’s degree in Business Administration, also you must have Lean Management/ Six Sigma.

You would also have 11- 13 years’ experience in quality assurance preferably in a call center environment in telecom industry.

Shortlisted candidates would be contacted within 3 working days from application please.

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