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Job Description
SUMMARY STATEMENT:
Technical and Quality assurance manager will be responsible for training and enhancing competencies of Customer Care employees, planning and implementing training programs and workshops as well as work with Customer Care staff to establish procedures and quality standards and to monitor these against agreed target to take our service to the next level and fosters a “quality culture,” in which all employees become actively engaged in guaranteeing quality in provided services
KEY RESPONSIBILITIES:
- Manages the development of technical training programs and materials including outlines, text, handouts, hands-on exercises, knowledge base and training evaluations.
- Determines training objectives by conducting analysis of overall needs and specific skill or knowledge gaps.
- Hires, trains, qualifies and develops Customer Care teams to enable them to perform to their maximum capacity.
- Assess employees and identify weaknesses then suggest personal development plan “PDP”.
- Create and implement training programs that will ensure that the Customer Care team stay competent and skilled for their jobs and prepare them for the next step of their career paths.
- Establishes processes and presents reports on training program KPIs to monitor results of training participants and collect feedback on training instructors to determine the effectiveness and identify areas for improvement.
- Prepare a budget for training programs and workshops.
- Ensures the implementation of Customer Care standard operating processes “SOP” across all service locations.
- Define the set of measures and KPI that enable the monitoring of the progress toward Customer Care goals, continuously track them and assure the resolution of related Gaps.
- Setting Customer Care quality assurance metrics.
- Develop and implement the Service Level Agreement regulating the relation between Customer Care and the vendors.
- Determining, negotiating and agreeing on in-house and on-site quality procedures, standards and specifications.
- Specifying quality requirements of spare parts, complete product and any service materials with suppliers.
- Designs and conducts supplier/ASP audits, evaluate corrective and preventive action plans, provides feedback and monitors supplier/ASP performance for process improvement.
- Prepares performance reports for all Customer Care touch points by collecting, analyzing, and summarizing data and trends.
- Investigating and setting standards for quality and health and safety.
- Ensuring that Customer Care processes comply with standards at both national and international levels.
- Acting as a catalyst for change and improvement in performance and quality.
- Recording, analyzing and distributing statistical information.
- Assist Customer Care operations and management team in tracking, documenting, and reporting quality levels as well as Monitoring performance and KPIs.
- Develop and implement of inspection activities.
Job Requirements
Qualifications and Competences:
- Bachelor’s degree in Engineering, or related field or equivalent work experience.
- May hold high-level certification(s) in the work field.
- Typically 5-7 years of relevant experience
- Professional certification, such as Six Sigma, Quality Engineer, or Quality Auditor
- Superb computer competence, including database management and a strong emphasis in MS Excel, Visio and PowerPoint
- Knowledge of Technical training and quality assurance terminology, methods, and tools
- Analytical, problem-solving, decision-making skills and ability to lead a full training cycle
- Demonstrated knowledge of testing best practices, version control practices and defect management practice
- Ability to integrate rapidly with an existing team and changing environment
SKILLS:
- Good numerical skills and an understanding of statistics
- Planning and organization skills
- Proven negotiation skill
- Emphasizing Excellence
- Process Improvement
- Leadership skills
- Problem Solving
- Customer Focus
- Self-motivation
- Teamwork
