Quality Control Officer
Al-Harbi Telecom
Total years of experience :13 years, 7 Months
I'm the head of the QA & QC department and the one who wrote the strategy of this department
These are my responsibilities:
1. Promoting quality achievement and performance improvement throughout the company
2. Develop, implement, communicate and maintain a quality plan to bring the Company’s Quality Systems and Policies into compliance with quality system requirements.
3. Effectively interact with Technical Departments and Sales Department to maintain the quality standards and the quality of the service.
4. Working with purchasing staff to establish quality requirements from external suppliers.
5. Supervising technical staff in carrying out tests and checks.
6. Writing technical and management systems reports.
7. Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC.
8. Setting QA compliance objectives and ensuring that targets are achieved.
9. Bringing together staff of different disciplines and driving the group to plan, formulate and agree comprehensive quality procedures.
10. Persuading reluctant staff to change their way of working to incorporate quality methods.
11. Assessing the services specifications of the company, and compare it with customer requirements.
12. Agreeing standards and establishing clearly defined quality methods for staff to apply.
13. Defining quality procedures in conjunction with operating staff.
14. Liaising with customers’ auditors and ensuring the execution of corrective action and compliance with customers’ specifications.
15. Establishing standards of service for customers or clients.
16. Creating KPI (Key Performance Indicators) for the company provided services.
17. Study the SLA (Service Level Agreement) provided from the company to the customers and modify it if necessary and approve it.
18. Preparing clear explanatory documents such as customers’ charters.
19. Monitoring performance by gathering relevant data and producing statistical reports.
20. Organize and manage quality assurance function in close co-operation with the customers and with the Company’s Management team (Member of Management Team).
21. Identifying relevant quality-related training needs and delivering training.
22. Collating and analyzing performance data and charts against defined parameters.
23. Create evaluation forms to evaluate the quality of the company services and to make sure that customers are satisfied 100%.
I have an additional task and roll as Support Manager with below responsibilities:
1- Motivate a team of Technical Support Consultants through performance coaching, career planning and setting educational objectives.
2- Participate in quality calibration and validation sessions.
3- Resolve employee’s issues and act as the employee engagement.
4- Facilitate customer resolution for escalated calls and engage the necessary technical support.
5- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
6- Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
7- Work with other departments & managers to ensure operational consistency.
8- Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.
9- Build relationships with the operational and technical department management of our key customers.
10- Develop a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
12- Create a weekly, monthly, quarterly and yearly report to analyze the department work and efficiency.
13- Initiate training for the department employees to motivate their skills.
B.Sc in Information Technology and Computing from Arab Open University, Riyadh. Graduation Project / My graduation project was in designing, development and monitoring web directory, the web directory was medical as it was talking about the health of children, how the parents become sure that their children are growing and will continue growing in a normal way, and if they are healthy or not. Its name PWDDM (Pediatric Web Directory for Development Monitoring) with grade (B).