Job Description and Requirements
Job Description:
• Review and update the organization quality objectives and guidelines to ensure alignment with set strategy and desired outcomes
• Develop customer satisfaction guidelines, in coordination with CX Research and Analytics function as well as related product specialists, to guide the development of account-specific surveys and ensure compliance
• Develop and maintain a quality management system including quality testing strategies, methodologies, criteria and performance metrics ensuring alignment with best practices, lessons learned and customer feedback
• Develop a list of initiatives for quality system implementation and ensure availability of needed resources (i.e. assets, workforce, etc.)
• Develop a standardized quality monitoring approach including a set of related policies, plans, procedures and audits to ensure coherence and address cases of noncompliance
• Develop and update the organization governance framework and structure to clarify high-level interfaces across functions, define reporting lines and communications between top management and operational positions • Develop and update the organization business process framework to drive the development, improvement, and update of key business processes
• Provide process management training to improve the capabilities of employees, teams, and functions
• Support related functions in the design of customer satisfaction surveys and ensure compliance with set guidelines
• Reflect Internal Audit’s recommended improvement actions across quality guidelines and policies ensuring accurate deployment across the organization functions
• Collaborate with related product specialists across functions to ensure conducted quality assurance tests are in line with set guidelines, methodologies, and criteria
• Monitor and track adherence to designed processes by tracking set KPIs and identify gaps and respective improvement areas
• Monitor and ensure compliance of the organization functions to preset quality standards and policies securing the proper implementation
• Perform regular measurement of customer satisfaction results and communicate findings with Customer Management function to enhance the customer journey
• Develop periodic reports regarding quality management system performance and identify deviations from objectives as well as achievements
Position Requirements
• Saudi national with bilingual skills in Arabic & English.
• Bachelor’s degree with a strong academic record preferred in IT related field, engineering discipline or the equivalent in experience. MBA or MS/M. Eng. degree is strongly preferred.
• +12 years of experience in Total Quality Office.
• +3 years of experience leading a Total Quality Office in a semi-government or large company.
• Understand of Total Quality best practices in large organizations, including IT processes.
• Quality Management certification.
• Business management process certification.
• Experience leading an ISO 9001 based Quality Management System (QMS) in a large organization.
• Experience or certification is a plus in ITIL, CMMI.
https://www.akhtaboot.com/en/saudi-arabia/jobs/riyadh/134261-Total-Quality—General-Manager-at-NSI—-Bluefin-Talent
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