Senior Quality Assurance Analyst

Job Summary

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 Responsibilities

• 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 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/Major

Bachelor’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