Quality and Performance Supervisor|000010 – 5003485HO

Jobs at this level are responsible for implementing programs related to quality control and management that could improve business processes and procedures. Also, they are responsible for defining QPI’s for the various businesses and ensuring automation of critical business processes to improve quality related efficiencies.Quality Management:Supervise the development of quality control measures and participates in embedding them within business processes.Contribute in the design of QPI’s for business and technology processes and ensures alignment to process performance.Analyse quality control measures in coordination with concerned stakeholders to improve the nature of quality audits/assessments to validate compliance of processes/policies with existing standards.Supervise the implementation of documented quality standards in the procedural aspects of the various businesses.Ensure in collecting the data requirements for Voice of Customer survey and Supplier/Partner SLAs data collection mechanism.Supervise the automation of critical work processes within the various businesses.Analyse data trends related to customer experience(s) of applications, solutions and service(s) rendered by STC to ensure alignment to business strategy and documented quality standards.Document performance reports for fixed, wireless, VAS, SOC and transport services and helps in the standardization of performance reporting.Suggest quality improvement recommendations in the work processes and procedures based on audit findings to the various business owners.Validate quality check reports based on the audits conducted on the services and products delivered by STC to its end – customers.Resolve escalated cases of quality non – compliance and participates in customer experience monitoring to promote the strategy of providing quality products and services to internal and external customers including the government ministries.Contribute in the development of quality checks cycles, like life cycle of customers’ requests, CDRs, billing execution and bill cycles.Contribute in the development of Billing / CRM / Roaming / interconnect / integration / mediation / broadband / e-channels audit process and management.Contribute in procuring quality management certificates from relevant authorities by following the set standards. Knowledge Management:Supervise the development of appropriate processes/systems to manage & share knowledge, expertise & professional experiences within STC and inform management of key changes in industry or technology.Contribute in the preparation of customized knowledge packages and enriching the content on the portal.Contribute in the development of knowledge management policies, guidelines and business plans for acquiring transforming, and sharing knowledge within the sector.Support in coordinating with international research entities to get the required knowledge resources and manages network library activities.Prepare customized knowledge packages for the executive management.Support in identify knowledge gaps within the sector and communicates them with relevant teams.Provide timely support to the Sector’s employees on all aspects related to knowledge management in compliance with the stipulated policies and procedures.Ensure implementation of knowledge management guidelines, to ensure systematic sharing and dissemination of knowledge to related departments. Generic Role:Coordinate across a number of work units within the specified area of work, to ensure efficient work flows and accurate outputs.Manage projects and initiatives, as may be required by the reporting senior.Regularly meet Project managers to discuss the performance of systems, network and other applications, prepares list of issues, investigates root causes of performance gaps and propose appropriate corrective actions.Ensure in documenting quality and knowledge management programs to enhance awareness and maximize the participation of concerned stakeholders.Assist businesses in defining and implementing action plans to improve the quality and knowledge management standards and its work processes / procedures and applications / services/products.Manage the analysis of vendor performance on various projects