Senior QC Coordinator
FULKRUM TECHNICAL RESOURCES
Total years of experience :17 years, 2 Months
Supervise and coordinate the Inspections activities for ARAMCO & Non-ARAMCO jobs throughout worldwide and maintaining relation with current Clients and promote the company’s business to new potential Clients.
Duties included but not limited to; Supervise and coordinate the activities of the Inspectors, including
coordination with clients and discipline Inspectors involved with inspection.
Organizing and arranging inspections for ARAMCO projects as per client request for local and
worldwide locations as per schedule or notification given by client for jobs.
Reviewing proposed inspector’s CV’s, then submitting to client for approval.
Providing the inspector all relevant documentation and report formats for the assignment.
Assign Independent Contract Inspectors, provide them with the related and complete documentation for the assignment and coordinate inspections, maintaining communication with the inspectors throughout the projects
As BD:-
Direct Reporting to Managing Director.
Maintaining relations with current Clients and present & promote the company’s business to new potential Clients.
To strengthen relationship with existing accounts and develop new accounts with main focus to
Look for possibilities to develop business opportunities in territories other than the UAE.
Measuring Customer Satisfaction and handling Customer Complaint related issues
Managing company pre-qualifications
Establishing, maintaining, implementing and auditing departmental manuals and procedures in accordance with the Integrated Management System
Liaising with internal departments for their input into the proposal (technical, commercial)
As Sr. Inspection Coordinator:-
Direct Reporting to Operations Manager.
Duties included but not limited to; Run day to day activities of coordination with Clients and inspectors.
Supervise and coordinate the activities of the Inspectors, including coordination with clients and discipline Engineers involved with inspection.
Ensure timely submittal of Inspection Reports from assigned inspection personnel.
Maintain and monitor work schedule is done.
Maintaining inspection logs based on inspectors itineraries and availability.
Maintaining good communications with Clients and Inspectors in order to ensure swift and efficient inspection and expediting of materials/equipment.
The preparation/review of inspector's timesheets for approval by client
Co-ordination with inter-offices or associate offices for assigning the jobs.
Work includes setting up the assignments, mobilizing the inspectors to the vendors’ facilities and communicating with the client, suppliers, and third party inspectors in coordinating the successful completion of inspection assignments.
Ensures that the inspection reports and other related documentation are reviewed, approved and delivered to the Client in a timely manner as per company procedures.
Notify potential attendee’s for pre-inspection meetings.
Review and monitor inspection reports and material release notices for assignment procedures technical content and accuracy prior to submission to the client
Keep the Company Organizational Program, Inspector Tracker, updated daily and accurate as compared to each Contract Inspector’s Assignment Schedule, Daily work completed, Inspection Report Submitted and Timesheet submitted for payment
The primary duties are to provide inspection support services to our Client
• Co-ordination with inter-offices or associate offices for assigning the jobs.
• Work includes setting up the assignments, mobilizing the inspectors to the vendors’ facilities and communicating with the client, suppliers, and third party inspectors in coordinating the successful completion of inspection assignments.
• Ensures that the inspection reports and other related documentation are reviewed, approved and delivered to the Client in a timely manner as per company procedures.
• Notify potential attendee’s for pre-inspection meetings.
• Review and monitor inspection reports and material release notices for assignment procedures technical content and accuracy prior to submission to the client
• Keep the Company Organizational Program, Inspector Tracker, updated daily and accurate as compared to each Contract Inspector’s Assignment Schedule, Daily work completed, Inspection Report Submitted and Timesheet submitted for payment.
• Developing and maintaining good relationships with Company and Client personnel, including Company desk and field expeditors during purchase order lifecycles, and assist the Project Management and Supply Chain Teams with planning, technical input, scheduling and resource allocation to meet project goals
• Coordinating with the Client/ Vendor/Supplier/Inspector.
• Deputing suitable Inspector to the client as per the received notification and updating the same in the system.
• Discussing with the Vendor about the Client Inspection Request & confirming the inspection dates/status of the materials etc.
• Scheduling the inspection dates and updating in the system.
• Confirming the Inspector attendance to the client and request them for the assignment Documents such as Purchase Order, Inspection Test Plan, Standard & Specification etc and updating in the system.
• Studying the inspection assignment/requirements & discussing with the client regarding for the same.
• Forwarding the Assignment Documents to the inspector and also discussing with them about the inspection requirement and checking with them if additional information/Document is required and contacting the Client for the same if required.
• Once inspection is completed checking with the inspector for Inspection status & informing the client accordingly.
• Requesting the Inspector to send the report within 24hours.
• Reviewing the inspection report and submitting it to the Client with all the relevant documents within the given deadline and updating the system accordingly.
• Certificates will be generated by the system if it is required by the Client.
• Issuing Monthly Invoices to the Client during the month end.
Handling switch board of 8 lines
Attending to all the operational rules, queries and inquiries of the Clients
Coordinating with Al Awir Free Zone officials for submission, collection and documentation of Visa applications, Trade License applications, and other government documents.
Coordinating with the corresponding office
Data Entry of all the received and dispatched documents
Assisting Existing Maintenance Department.
All round performer and participant in all matters related to the office.
General office administration & coordination and business correspondence.
General administrative duties and overall office support.
Handling a team of 23 group members which includes:
Monitor & Gather Team performance data using tools and deliver feedback to
Associates.
Maintain Team Stats and manage performance on Customer Satisfaction Survey
Results
Conducting Pre-Shift Huddles for Process Related Updates.
Preparing Salaries and Incentives for the Group Members.
Team updates and follow-ups
Managing Work Force (Roster shift timing )
Making Action Plans for meeting any contingencies related to the process keeping in mind the Process Requirement and Check on the process to be implemented.
Coordinating with different dept. in order to drive maximum result from the available resources.
Maintaining the daily tracker of the numbers of leads generated and the Call Backs.
Maintain Team Stats and manage performance on Customer Satisfaction Survey Results.
Maintaining and exceeding All Client Driven Service Levels (Volume SL’s, CSAT).
Coordinating with different dept. in order to drive maximum result from the available resources.
• Monitor & Gather Team performance data using tools and deliver feedback to Associates.
• Preparation of the Profit & Loss Statements at a process level in order to maximize the cost and the profit derived from individual respective processes.
• Coordinating with different dept. in order to drive maximum result from the available resources.
• Maintaining the daily tracker of the numbers of leads generated and the Call Backs.
• Maintain Team Stats and manage performance on Customer Satisfaction Survey Results.
• Maintaining and exceeding All Client Driven Service Levels (Volume SL’s, CSAT).
• Preparing Salaries and Incentives for the Group Members.
• Preparing Monthly Invoices to be sent to the Client
• Handling the client interactions (Attending conference calls directly with GE to discuss the latest issues and to get latest inputs)
• Taking escalation for customer satisfaction related issues to ensure the highest level of CSAT.
• Team updates and follow-ups
• Managing Work Force (Roster shift timing )
• Making Action Plans for meeting any contingencies related to the process keeping in mind the Process Requirement and Check on the process to be implemented.
• Doing TNA (Training Need Analysis) and work upon the Performance Improvement Plan.
• Taking quality initiatives to optimize efficiency.
• Preparing Daily Reports, ACD Reports, Agent Performance Report, MTD Report and Process Review - on a Daily Weekly and Monthly basis.
• Reporting performance metrics to the Senior Management on a weekly basis.
Management Information System for associates. Generating daily, weekly, & monthly reports, performance indicator report, monthly presentation report & submit to the HOD & further to other departmental heads.
Handling Complaint Resolution Cell (CRC) & Ensure quality closure of all complaints/escalations as per the set SLA recd at the front end (Call Center/ Zones) with co-ordination of various departments.
Recruiting right candidate for right positions
Managing a team of 50 Associate’s, Roster, work flow planning & defining KRA of the team members
Motivate the team to achieve better results, TAT improvement & customer
satisfaction.
Taking decisions for quick resolution and quality management
Observation and Audits for quality control
Motivate the team to achieve better results and customer satisfaction
Follow up the escalated cases and keep regular contact with the customer until
problem solved
Maintain a track record of all monitored calls and provide with complete individual details to the reporting officer
Provide daily and monthly reports related to customer needs and problems and
provide to department supervisor for further analysis
Handling Walk in clients and resolve theirs queries
Providing resolution to the churn customers
Controlling maximum churn requests
BSC (IT)
