Quality Assurance Specialist | 0035

Job Description

Job Purpose? Jobsat this level are responsible for ensuring quality management within theorganization by supervising activities related to quality testing,audits/assessments and data trend analysis of STC data, from a qualitycontrol and management point of view. Also, they are responsible forsupervising the analysis of vendor performance and articulating action plansto improve operational processes.Key Responsibilities? QualityManagement:? Participatein the development of quality control measures and participates in embeddingthem within business processes.? Supportin the resolution of mid-level escalations related to quality within workprocedures, policies or STC s network, systems and applications andparticipates in the resolution of complex escalations.? Implementquality control measures and ensures effective implementation of these withinSTC business processes.? Supportquality testing of architecture, applications, solutions and services beforetheir final implementation such as Servers,Operating and database systems, Cloud Services, Storage & Back-uptechnology, Network, Self Service Portals, Automation and Orchestratingtools, IaaS, PaaS, Messaging & Directory Services, CSO & SmartOffices Solutions, IP Telephony & unified communication solutions,Infrastructure monitoring and Fault management systems, Applicationmonitoring and management solutions and other IT enabling systems andapplications.? Participatein analysing data trends related to customer experience(s) of applications,solutions and service(s) rendered by STC to ensure alignment to businessstrategy and documented quality standards? Ensurecollection of data pertaining to fixed, wireless, VAS and transport services,using established procedures.? Ensuredocumenting performance reports for fixed, wireless, VAS, SOC and transportservices and helps in the standardization of performance reporting.? Ensuredata requirements for Voice of Customer survey and Supplier/Partner SLAs datacollection mechanism.? Participatein the development of quality checks cycles, like life cycle of customersrequests, CDRs, billing execution and bill cycles.? Participatein the development of Billing / CRM / Roaming / interconnect / integration /mediation / broadband / e-channels audit process and management.? Participatein procuring quality management certificates from relevant authorities byfollowing the set standards.? KnowledgeManagement:? Participatein the development of appropriate processes/systems to manage & shareknowledge, expertise & professional experiences within STC and informmanagement of key changes in industry or technology.? Ensuredocumentation of programs for business processes to enhance awareness andmaximize the participation of concerned stakeholders.? Participatein the preparation of customized knowledge packages and enriching the contenton the portal.? Participatein the development of knowledge management policies, guidelines and businessplans for acquiring transforming, and sharing knowledge within the sector.? Supportin preparing customized knowledge packages for the executive management.? Providetimely support to the Sector s employees on all aspects related to knowledgemanagement in compliance with the stipulated policies and procedures.? Implementknowledge management guidelines, to ensure systematic sharing anddissemination of knowledge to related departments? GenericRole:? Manageday to day team operations within a specified scope, by undertaking relatedwork processes and ensuring accuracy.? Superviseanalysis of vendor performance from a quality perspective and assists indefining the quality framework(s) for them.? Supportin relevant quality/knowledge management benchmarking programs and supervisesdocumentation of relevant data.? Collatetraining needs and planning for appropriate training resources, internal andexternal, to develop talent within the organization.? Supportin developing appropriate processes/systems to manage & share IT knowledge,expertise & professional experiences within STC and inform management ofkey changes in industry or technology.? Coordinateinternally to ensure the implementation of documented quality standards inthe procedural aspects of various businesses within STC.? Supportin analysing customer experience, in order to develop strategy for providingquality products and services to internal and external customers includingthe government ministries.? Supportin integrating DMS with other systems/tools and recommends with a view toimprove system features, functions and capabilities.? Supportteam members and resolves routine queries to ensure work continuity.Education level/Major? Bachelor sdegree in Business Administration, Engineering or a related discipline? RelevantCertifications such as Six Sigma, Total Quality Management (TQM) or ProjectManagement Professional (PMP) preferredYears of Experience? 4 -6 years of experience in the quality management / Knowledge management attechnology/telecommunication industry.Desired Skills & Knowledge? Intermediateproficiency in business acumen? Intermediateproficiency in data collection and analysis? Intermediateproficiency in technology applications? Intermediateproficiency in system diagnostic techniques? Intermediateproficiency in Information Systems Standards? Intermediateproficiency in IT Operating Environment? Intermediateproficiency in Application/Network Architecture? Intermediateproficiency in business writing? Advancedproficiency in English language skills

Keyskills :
Manager Quality Assurance Manager Quality Control