Job Brief:

Responsible for planning, developing, and managing quality assurance programs, and initiatives including policies, procedures and automated processes as well as business process optimization. The job entails undertaking and managing audits and investigations on both Quality Management side and Quality of service aspects coupled with customer experience measures and Health and Safety protocols against international standards as well as compliance Obligations and related risks.

The diversified nature of the Job entails managing all aspects related to the QMS, QoS, and H&S with all concerned stakeholders and ensure compliance with company’s strategy and objectives.

Key Responsibilities:

• Ensure all business processes are effective, efficient, compliant and are continually improved to satisfy customer expectations and regulatory requirements in addition to ensuring the accessibility of QA documents database / reporting.
• Ensure all quality related activities are being effectively audited and corrective and preventive actions are being implemented.
• Lead and implement various automation projects related to business processes.
• Debate, implement, and report any government regulation instructions.
• Establish, monitor, and report quality objectives aimed at increasing the quality level of the service and customers’ experience.
• Manage the Network Drive Test Monthly report including monthly corrective roadmap in coordination with concerned parties.
• Monitor daily QOS and QOE dashboards and reports “Satisfaction, churn” and align them with the company strategy and monthly action roadmap.
• Custodian of the Company’s SLA, KPIs while ensuring effective and optimized measures take place based on audit and review assignments.
• Manage and monitor daily health and safety activities in Umniah across all premises and activities and monitor contractors’ and service providers’ compliance with the health and safety set regulations. including provisioning of health and safety tools, performance, inspection and audits and taking corrective and preventive actions while keeping close communication and participation with all stakeholders.
• Define, assess, and mitigate risks for all, QOE, QoS, and health and safety activities across the company.
• Act as a consultant in close coordination with HR and Corporate Affairs Department in performing Workload Assessment for various entities in Umniah.
• Advise management on the applicable obligations, and regulatory requirements.
• Actively communicate with international standards bodies in aligning the internal processes implemented in Umniah with best practices and ensuring alignment with international certifications and its continuity.
• Working as a core member in various committees including strategy, Injaz, 4G and Fiber focusing on bridging the gaps according to assigned actions.
• Develop and maintain compliance framework, policy, process and procedures, and its implementation across the organization.
• Report results of Compliance on a regular basis to the CEO.