Senior Officer - Service Quality Assurance

Role Overview

Senior Officer - Service Quality Assurance at AD Ports Group. This role conducts Quality Assurance reviews and prepares reports for customer interactions to deliver the highest quality of services and ensure all agreed corrective and improvement actions are completed.

Role Purpose

Assist in undertaking Quality Assurance reviews and preparing reports for each customer interaction aiming to provide the highest quality of services and closing all agreed corrective and improvement actions.

Key Responsibilities

Quality Assurance & Evaluation

• Support evaluation of recorded calls and collection of customer feedback.
• Implement corrective plans based on quality findings.
• Support the quality team in the delivery of recertification of ISO 9001 and ISO 10002 with completion of previous agreed actions related to previous internal or external audit.

Customer Service & Engagement

• Update FAQ related to customers on a regular basis.
• Follow up customer participation rate in surveys and highlight engagement issues for attention.

Systems & Documentation

• Record all service details in CRM system.
• Maintain company-wide policies and procedures on a regular basis to establish whether regulatory changes have been applied.

Training & Development

• Organize training programs for the unit and other business units in line with latest quality assurance requirements and results.

Qualifications & Experience

• High School Graduate.
• 2-4 years of experience in a similar role.
• Experience in Quality Assurance environment with Call Center.
• Well versed with local regulations, systems, concepts and best practices.
• In-depth knowledge of quality management system (QMS) procedures.

Skills & Competencies

• Planning and organizing skills.
• Report writing skills.
• Time management skills.
• Attention to detail.
• Ability to maintain a high level of accuracy while entering data.
• Understanding of basic mathematical concepts for tasks involving numerical data.
• Skills in organizing and managing tasks efficiently, especially when dealing with large volumes of data.
• Good written and verbal communication skills, especially for collaboration with other team members or departments.
• Understanding of the importance of data security and confidentiality.
• Ability to identify and address data-related issues effectively.
• Familiarity with industry-specific data entry software or tools relevant to the job.

Additional Information

• Excellent English language skills required.
• Arabic language skills are an added advantage.