Manager Quality Procedures & Training - Qatar Telecom

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QTEL1476 - Manager Quality Procedures & Training

Business Unit: Customer Services Field: Not Applicable Contract Type: Indefinite Closing Date: 30-Sep-2008

Overview: Qatar Telecom (Qtel) is proud to be a full-service telecom provider for the people of Qatar and increasingly, as it expands its operations into overseas markets, for its customers around the world. Our vision - "To be among the top 20 telecommunications companies in the world by 2020" - is succinct, ambitious and achievable. At Qtel, we are committed to rewarding, nurturing and retaining talent to help our employees achieve their potential. We have institutionalised global best HR practices to identify the potential of our employees and help them hone that talent by offering them a structured career path, counselling, training and development. We are looking for the best-in-class talent to drive our business and propel our growth. Join us if you are looking for a job that makes the most of your talents.

Accountabilities: Role & Context: Purpose: The role holder is responsible for the development, implementation and monitoring of all procedures throughout the Customer Services BU, covering Call Centre, 3rd Party Distribution and Retail Branches, and for managing the development and delivery of training for all areas of the BU. Context: The customer service BU is the main interface with Q-Tel and its customers; as such it has the maximum of impact on customer perception. Effective procedures in all areas which touch the customer therefore is of paramount importance as it will impact customer satisfaction, as will the provision of customer service by all staff within the unit to the levels determined to be important by the company. ROLE ACCOUNTABILITIES: Manages the unit responsible for the collation, development, implementation and monitoring of all procedures for Call Centre, Retail Branches and 3rd party Distribution for all Q-Tel products and services to ensure customer satisfaction is maintained or increased in line with the companies strategy and business plan Drive the development of effective procedures throughout the BU to ensure that all departments operate in a fully efficient and effective manner and ensuring those processes are reviewed on a regular basis in line with international best practice standards or those determined by the organisation Ensure there are in place effective monitoring and reporting mechanisms for performance against procedural requirements Develop, implement and monitor all BU SLA/s for delivery of services internally and externally, reporting on a monthly basis against performance standards and taking any necessary corrective measures as are identified In conjunction with the Senior Manager Customer Contact Centre and Senior Manager Retail, ensure there are operational Quality Standards and processes aligned to the ISO requirements as determined by those standards which are monitored regularly Ensure all policies drafted within the BU are to the appropriate standards as defined by ISO, and are communicated, implemented, monitored and reported on throughout all divisions Undertakes project monitoring for all operational projects within the BU, and liaising with the PMO within Q-Tel on progress Drives through the development and dissemination of training to ensure that all staff within the BU are trained to the required standards as determined by the Divisional Managers and the Business Strategy, covering products and services, sales, problem resolution, customer handling, etc Ensures there is in place a training programme for all 3rd party distributors, in order for them to fully understand Q-Tel products and services and service delivery standards Manages, motivates, develops staff within own department to ensure the highest level of performance at all times Manages the department budget and monitors planned versus actual expenditure

KEY PERFORMANCE INDICATORS: Number of Audit Recommendations Number of Process Failures Number of processes and procedures developed and implemented Monthly reporting Customer satisfaction Number of & effectiveness of training programs conducted

EXPERIENCE AND QUALIFICATIONS: Minimum Entry Qualifications Bachelor Degree in any related field ISO Certified Minimum Experience & Essential Knowledge Minimum 12 years experience in a similar role within a telecom organisation Must have knowledge of ISO standards for policies and procedures Must understand the operations within a Retail and Call Centre environment and the associated policies and procedures

SKILLS: Technical: ISO Process mapping Policy development Training Needs Analysis Training Development & Delivery Behavioural Competencies: Communicating Effectively Planning & Organising Influence & Persuasion Problem Solving & Decision Making Customer Focus Due to huge volume of applications received, only shortlisted candidates would be contacted for interviews.