Senior Quality Analyst

Job Purpose

Jobs at this level are responsible for undertaking the implementation of quality control measures, documenting QPI’s for business as well as technology processes, architecture, systems and other applications, managing audits and resolving quality non – compliances. Also, they are responsible for undertaking the analysis of vendor performance, and recommending quality related improvements to operational processes.

Job Responsibility

Perform routine activities within the specified scope.

Resolve low and mid - level escalations related to quality within work procedures, policies or STC’s network, systems and application.

Support in the automation of critical work processes within the various businesses.

Assist in implementing quality control measures and embedding them within business processes.

Participate in the quality testing of architecture, applications, solutions and services before their final implementation such as Servers, Operating and database systems, Cloud Services, Storage & Back-up technology, Network, Self–Service Portals, Automation and Orchestrating tools, IaaS, PaaS, Messaging & Directory Services, CSO & Smart Offices Solutions, IP Telephony & unified communication solutions, Infrastructure monitoring and Fault management systems, Application monitoring and management solutions and other IT enabling systems and applications.

Assist in the development of quality checks cycles, like life cycle of customers’ requests, CDRs, billing execution and bill cycles.

Assist in the development of Billing / CRM / Roaming / interconnect / integration / mediation / broadband / e-channels audit process and management.

Drive the timely and accurate implementation of quality audits/assessments to validate compliance of business processes and solutions with existing standards.

Assist in procuring quality management certificates from relevant authorities by following the set standards.

Assist in highlighting issues of quality non - compliance (in processes, solutions, products and services) and escalates it to the appropriate stakeholder(s) to bring about timely resolution.

Collect data for preparing performance reports for fixed, wireless, VAS, SOC and transport services and assists in the standardization of performance reporting.

Collect the data requirements for Voice of Customer survey and Supplier/Partner SLAs data collection mechanism.

Analyse vendor performance (in terms of quality) on various projects and assists in defining the quality framework(s) for them.

Participate in relevant quality benchmarking programs and documents relevant data.

Document quality programs for business processes to enhance awareness and maximize the participation of concerned stakeholders.

Collect IT training needs, plans for appropriate training resources, internal and external, to meet these needs and monitors quality of training provided to ensure training needs are met effectively.

Assist in the development of appropriate processes/systems to manage & share IT knowledge, expertise & professional experiences within STC and inform management of key changes in industry or technology.

Coordinate with one’s supervisor(s) in ensuring the implementation of documented quality standards in the procedural aspects of the various businesses within STC.

Supervise audit activities related to customer experience of applications, solutions and service(s) rendered by STC to ensure alignment to business strategy and documented quality standards.

Participate in the integration of DMS with other systems/tools and accumulates recommendations for improving system features, functions and capabilities.

Help with routine work and escalates issues, as necessary.

Liaise within the assigned team to build effective working relationships.

Job Responsibility (cont.)

Years Of Experience

2 - 4 years of experience

Nature Of Experience

Experience in the quality/knowledge management at technology/telecommunication industry

Job Band

Professional

Skills

Education

Bachelor Degree in Business Administration

Additional Education

Certifications