Service Delivery & Quality Manager
Unifonic
Total des années d'expérience :13 years, 4 Mois
- Perform and control the full audit cycle including risk management and control management over operations’ effectiveness, reliability and compliance with all applicable service standards.
- Reports audit findings to management, including on-going corrective / preventive actions, and the effectiveness of those actions put into practice;
- Maintains and updates the quality management system, including procedure enhancements, revision changes, and overall process control.
- Develop Quality Standards in all activities related and contributing to service delivery and client journey.
- Assume management responsibility for Business Contingency planning efforts with a major focus on assuring the adequacy of business unit contingency plans for critical business areas, functions and applications. To maintain continued operations, asset protection, and loss mitigation in the event of a disruption, coordinating activities of technology resources with the company’s business units and development groups, as required.
- Train staff on company standards related to posts for new and current staff.
- Monitor systems transactions on CRM, ERP, HRMS in coordination of entry guidelines.
- Establishes data quality standards and works with reporting employees to ensure standards are met
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Handling customer complaints that come from the first line support by coordinating with other departments to reach customer satisfaction.
• Draft quality assurance policies and procedures.
• Interpret and implement quality assurance standards and evaluate adequacy of them.
• Document internal audits and other quality assurance activities.
• Investigate customer complaints and non-conformance issues.
• Collect and compile statistical quality data.
• Analyze data to identify areas for improvement in the quality system.
• Develop, recommend and monitor corrective and preventive actions.
• Prepare reports to communicate outcomes of quality activities.
• Identify training needs and organize training interventions to meet quality standards.
• Strategic Analysis and Planning • Systems Thinking for Action • Alignment with Balanced Scorecard • Business Process Management • Business Plan Content • E-Business Principles • Introduction to Entrepreneurship • Strategic Change Management • Marketing and Sales Management • Knowledge Management tools • Project Management (PMI) • Corporate Therapy & Work Psychology • Learning Organizations • Human Resources Processes • Quality Management – ISO 90001 • Managerial Leadership • Finance Basics
June 2008 BS, General Physics Al AlBayet University, Al Mafraq
June 2004 High School, Science Al Ittihad Privet Schools, Amman