Quality Assurance Specialist / Assistant MR for ISO 9001:2008 & ISO 10002:2014
M.H.ALSHAYA
Total years of experience :13 years, 2 Months
• ISO 9001: 2008 & ISO 10002:2014
Establish, Maintain & Improve the Quality Management System (QMS) for Group Customer Service (GCS). E.g. Quality Manual (QM), Procedure Manual (PM), Job Descriptions (JD), Induction Checklist (IC), Swimlane Diagrams, Control of Documents (COD), Control of Records (COR), Corrective & Preventive Action (CAPA), etc. as applicable.
Create awareness of the procedures and ISO requirements through training sessions.
Ensure procedures are sufficiently developed to enhance process improvement and effectiveness.
Lead Internal Audits & External Audits and conduct Quality Management Reviews.
Direct activities assuring operational quality and compliance.
Assess customer needs for meeting quality standards for services, and evaluation of customer satisfaction.
Inspect the service provided and related processes to evaluate quality or performance.
Monitor and review information from the work environment, to detect or assess problems.
Review and analyze the effectiveness of the Group Customer Service processes and programmes.
Review statistical studies, technological advances, or regulatory standards and trends to stay abreast of issues in the field of quality assurance.
Identify potential improvements to current processes using change management principles.
Consult with support teams within the department on quality issues to implement continual improvement opportunities.
Use relevant information and individual judgment to determine whether events or processes comply with regulations and standards of ISO 9001 & 10002.
Adopt best practices from high performing units and set Group Customer Service Standards for continuous improvement.
Establish the requirements for Social Media measurement, Alshaya Receptionist service & Telephone Ettiquette.
Establish the requirements for VOC Validity process (External Customer VOC).
Manage Your View Programme (Internal Customer VOC) in accordance to the agreed plan by ensuring compliance to project timeline and deliverables.
Oversee the generation of the Group Customer Service Activities Report for the purpose of monitoring team performances and deliverables.
• MANAGEMENT
Set objectives and ensure targets are achieved.
Manage all tasks pertaining to designated areas and projects and delegate to manage work flow accordingly.
Provide guidance and support to Quality Assurance Team and units if/when/as required/directed.
Foster team building techniques / activities to enhance team performance.
Provide individual work related feedback when required.
Handle Performance Appraisals.
Develop fiscal budgets and ensure effective management within the budget parameters.
• Organizational
Office Management.
Official correspondence and memoranda.
Message log, mail distribution, coordinating appointments for General Manager.
Typing, formatting, editing and preparing documents (MS-Word, Excel, PowerPoint) and reports as required by the Management.
Acting on all personal and non-personal mail during office head absence.
Establishing and maintaining office files.
Compilation and coordination of Marketing Programs as and when required.
Work on Loyalty Programs for the Organization.
• ISO 9001: 2008 & Quality
Establishment and continual development of the Quality Management System (QMS).
Conduct regular Internal Audits and Management Reviews within the Organization to ensure Compliance / Conformity to procedures / processes.
Prepare the organization for External Audits to ensure company QMS is relevant and up to date.
Identify, coordinate and execute Continual Organizational Improvement Projects related to the enhancement of the QMS at Automak.
• CUSTOMER CARE
Prepare monthly dashboards for the Call Center to gauge overall performance based on pre-defined parameters set.
Generate CSI (Customer Survey Index) Reports for the various departments at Automak including CSI Reports per Client.
Monitor Customer satisfaction through gathering relevant data and producing statistical reports.
Collate and analyze performance data and charts against defined Customer parameters set by the Organization.
Perform, administer or advice on work concerned with assuring Customer satisfaction in the Organization.
Build Team Spirit, Positive Attitude and Encourage Healthy Competition among Team Members
Provide individual work related feedback when required.
Handle Performance Appraisals.
• ISO 9001: 2000
IMPLEMENTATION & CERTIFICATION
Establishment of the Quality Management System (QMS) for the Organization. E.g. Quality Manual (QM), Quality System Procedures (QSP), Blueprints (BP), Work Instructions (WI), Job Descriptions (JD), etc. as applicable.
Setting up and maintaining controls for the QMS documentation.
Conduct regular Internal Audits and Management Reviews within the Organization to ensure Compliance / Conformity to procedures / processes.
Identify, coordinate and execute Continual Organizational Improvement Projects related to the enhancement of the QMS at GD-TV.
CUSTOMER SATISFACTION
Develop plans and programs for achieving and maintaining Quality Service Standards of Excellence for Customers and Clients.
Maintain and meet demands of constant change for Customer expectations, by employing variety of measures to place Quality in the heart of the Organization.
Ensure tests and procedures are properly understood, carried out and evaluated and that product / process modifications are investigated if necessary.
Monitor Organizational performance through gathering relevant data and producing statistical reports.
Monitor operations to prevent the production of defects.
Collate and analyze performance data and charts against defined Customer perimeters set by the Organization.
Evaluate and investigate adverse quality trends or conditions and initiate Corrective Action & Preventive Action (CAPA) in line with the different Departments of the Organization as appropriate.
Perform, administer or advice on work concerned with assuring the Quality of the Organization.
ORGANIZATIONAL QUALITY ENHANCEMENT
Promote Quality achievement and performance throughout the Organization.
Agreeing on standards and establishing clearly defined quality methods for staff to apply.
Bringing together staff of different disciplines and driving the group to plan, formulate and agree on comprehensive quality related procedures.
Persuade reluctant staff to change their way of working to incorporate quality methods.
Advice on changes and their implementation and provide guidance and recommend training, tools and techniques to enable staff to achieve the required Quality standards set.
Verify adherence to Quality plans and requirements & identifying relevant quality-related training needs.
Maintain awareness of the business context and company profitability.
• MANAGEMENT
Setting up of Quality Assurance Compliance Objectives and ensuring targets are achieved.
Establishment of a Quality Assurance Internal Plan for systematic planning of tasks for the Team as a whole for the current year for improved and effective time and resource planning.
Delegation of responsibilities against tasks within scope of responsibility and authority of each Job Title in the Quality Assurance Department.
Rotations of tasks periodically among Quality Assurance Staff for better back-up planning incase of Vacations, Sick Leaves, Emergency Leaves, etc. as required.
In-cooperate "Buffer Period" in-between regular tasks being done by the Quality Assurance Team to accommodate any increase in tasks if required as applicable. E.g. During Internal Audits
Conduct Performance Evaluations of the Quality Assurance Staff - Non Supervisory semi-annually, as per the requirements.
Lead and motivate the Quality Assurance Team forward to reach all objectives and set goals.
• Office Management
• Tracking all staff - Maintaining daily movement schedule
• Updating media installation reports / maintenance / schedules / booking
• Preparing promo materials such as reports & inventory of promotional materials
• Front Reception (Telephone Calls, Faxes, Memos & Routine Administrative tasks)
• Handling Petty Cash for the Office
• Payment Collection follow-up
• Communicating with Office Suppliers
• Assisting Promotion & Media Divisions
• Office Management.
• Official correspondence and memoranda.
• Message log, mail distribution, coordinating appointments for General Manager.
• Typing, formatting, editing and preparing documents (MS-Word, Excel, PowerPoint) as required.
• Acting on all non-personal mail during office head absence.
• Establishing and maintaining office files.
Customer Care -Managing a Team and Transition of Processes across Businesses within the Company.
1)MANAGEMENT
-Customer Care
--Team
a) Coordinate & Lead the Customer Care Center (150 Team Members) in India & the Field Service Team (400 Field Service Engineers) in the US.
b) Call Logging & Barging.
c) Timely dissemination of important procedural changes.
d) Delegate tasks to Team Members & Follow-up till closure
e) Set Team Targets for the Team Members and ensure the same is met within stipulated time periods.
f) Ensure the 6 Sigma (Quality) Rigor is met by bringing down chances of errors to a bare minimum.
g) Handle Customer queries and High-Level Customer escalations.
h) Correspond with the Clients in the US.
i) Maintain &Update monthly Dashboards for the Directors of Service in the US.
j) Inform the Directors of Service of any problems faced by the Customers of GE Medical Systems Information Technologies (GEHC-IT) in Wisconsin - US and the steps taken to resolve them.
k) Act as Back-Up for the Directors of Service in the US as required.
l) Work on multiple databases, Example, Oracle, Siebel, etc.
m) ONE-STOP contact for queries of any type, anywhere.
- People
a) Motivation.
b) Build Team Spirit and Positive Attitude.
c) Encourage Healthy Competition.
d) Provide individual work related feedback when required.
e) Handle Yearly Performance Appraisals.
2) TRANSITION
a) Transition Internal Processes across Businesses.
b) Setup Procedures, Methods & ensure the same is followed across Businesses.
c) Coordinate remotely or through OJT with Clients in the US.
d) Handle Projects related to various Businesses remotely.
Degree in Computer Science - Software and Hardware
HSSC Certificate - Higher Secondary School Certificate
SSC Certificate - Secondary School Certificate