Director – Quality Assurance

Job Summary

The role holder is responsible for managing and maintaining quality assurance standards for STC activities and operations to ensure continual improvement in quality standards and operations at all times. The role holder is also responsible for defining and monitoring the implementation of quality audit guidelines pertaining to data gathering and distribution. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

Key Responsibilities

Managerial Responsibilities

• Participates in the development and implementation of the Corporate Quality General Directorate plans, in line with the corporate objectives.
• Directs and manages the Quality Assurance Department mandates, providing leadership and facilitating work processes in order to achieve high performance standards.
• Manages and controls change in the Quality Assurance Department providing guidance and support, necessary for continuous improvement.
• Ensures compliance with organizational policies, procedures and quality standards in the Quality Assurance Department.

Core Responsibilities

Quality Assurance Guidelines

• Designs quality control measures in line with the CQM strategy standards and oversees the implementation of these measures in day to day work processes
• Develop and execute Quality Programs to enhance business and organizational excellence and to increase the level of awareness of the Quality function and its significance for the company to assist in the quality control processes
• Assesses and suggest quality control requests to ensure the request’s control aspect of the issues are resolved and reflected throughout the service delivery value chain.
• Develop quality Incident reporting system in order to notify Quality strategy of an abnormal event, process or action within the STC quality Standards scope and coordinate to recommend solutions or improvements

Quality Audits

• Conducts quality audits/assessments in coordination with STC org entities to analyse the gaps in implementation of quality standards.
• Identifies quality control related gaps and provide recommendations for improvement in coordination with quality strategy.
• Oversees the development and implementation of quality management systems and ensure maintenance of highest quality standards in services delivered to internal customers and assure implementation of corrective action plans by business owners.

People Management Responsibilities

• Defines goals and key performance indicators for each member of the team and ensures effective application of the STC performance management process.
• Directs planning and selection of manpower in the Quality Assurance Department, in line with the business and operational plans.
• Ensures high level of employee engagement and capability development by providing on-going feedback and coaching team members within the Quality Assurance Department.

Performs other responsibilities and tasks as directed by the Corporate Quality GM in order to meet objectives.

Qualifications/Certification

• Bachelor’s degree in Quality Management, Business Administration or equivalent.
• Master’s degree in Quality Management is preferred.
• Recognized Quality Auditor certification from an  international body.
• Certified Six Sigma Black Belt (CSSBB).
• Relevant certification in Quality Management like Quality Management Practices (QMP)/Certified.

Years of Experience

A minimum of 8 years of relevant experience with at least 3-4 years in a similar role.

Nature of Experience

Prior experience in establishing quality control guidelines, managing quality audits and directing quality improvement initiatives in a large organization, preferably within the telecommunications industry.

Desired Skills & Knowledge

• Understanding of quality control methodologies.
• Knowledge of Total Quality Management (TQM).
• Understanding of research methodologies.
• Understanding of quality audit reports.
• Strong quantitative and statistical skills.
• Understanding of knowledge management platforms enabled by information technology.