Job Description
The Senior QA Specialist will be responsible for implementing the framework for the Total Quality Management department within 3Sixty for the support activities, which include the following functions (Sales, Customer Excellence, Branding and Internal Communication, Demand Generation, People, and Culture and BIS) where all activities aimed at achieving the desired successful performance of these departments processes through partnering with these teams SPOCS and team leaders to consistently and continuously improve their services and optimize processes for a smoother efficient and effective customer journey, in alignment with 3Sixty s strategy, vision, mission, values yet governed by the industry regulations, policies, and acknowledged standards.
This position requires implementing all activities related to Quality Assurance, Process Management, Automation, and Audit for the core functions, which entails heavily engaging with all team levels and liaising between all stakeholders to ensure a smooth, successful change experience.
Key Responsibilities:
AUDITING ACTIVITIES END TO END CYCLE
Implementing the Quality Assurance Guidelines framework per each core functional team
Supporting the implementation of the Quality Assurance Guidelines Calibration framework per each core functional team
Participate in conducting the QA team s audits through collecting data from each core functional team
QA KPIS MANAGEMENT ACTIVITIES END TO END CYCLE
Monitoring the implementation of the QA Key Performance Indicators KPIs framework per each department/process within 3Sixty through identifying KPIs that will be monitored per each 3Sixty department (both back office and customer-facing departments)
EFFICIENT AND EFFECTIVE TEAMWORK ACTIVITIES IN THE DEPARTMENT
Supporting & offering on-the-job training for junior employees.
Participating in developing the team s procedures.
Raising a flag to the supervisor whenever an error occurs during operations.
DIGITAL TRANSFORMATION INTERVENTION ACTIVITIES
Supporting the Implementation of the Automating or semi-automating of existing or new business processes facing the customer in alignment with the customer-centric perspective utilizing any 3Sixty owned tool/ application including but not limited to Courier, Dialpad system, Zendesk system; CRM, etc. through following the listed below main milestones whenever necessary :
Process Automation and Digitalization of the process
Automated process testing by stakeholders
Monitoring process and employees performance for minimum 1 month
Supporting the Implementation of all necessary Keeping the momentum activities once the process is automated through:
Monitoring any changes to automated or semi-automating processes, including the activities, the tools, the screens, the user s roles, the fields, the forms, etc.
Desired Candidate Profile
Profile:
Technical Quali cations:
Education: Minimum of a Business Bachelor degree
Foreign Language: Fluent English Language (Written and spoken)
Computer Proficiency: Necessary
Minimum 2 years experience in business
Minimum 1-year experience in the domain is a plus
Education:
Bachelor of Business Administration(Management)
Gender:
nm
Nationality:
Any Nationality
