Head of Quality Assurance

JOB PURPOSE / ROLE:

Direct and manage the quality assurance Unit to ensure the accurate and efficient provision of provided clarifications on products and management of disputes, in order to increase customer satisfaction and support the public image of SIMAH as a neutral party.

AREAS OF RESPONSIBILITY:

Strategic:

• Contributes to the development of the department’s strategy and ensures translation and alignment during the development and monitoring of quality assurance strategy including objectives, targets and initiatives.

Policies, Processes & Procedures:

• Ensure developing all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day-to-day operations:

• Directs the day-to-day operations of the function to ensure that work processes are implemented as designed and comply with established policies, processes and standards.

Budget:

• Directs the inputs for the SIMAH Care budget under the supervision of Chief SIMAH Care Officer (CSCO).
• Directs and oversees yearly budgeting of Quality Assurance in coordination with Chief SIMAH Care Officer (CSCO).

Customer Service Quality Assurance:

• Directs the efficiency of the quality assessment for the answers provided to inquiries received over the phone about SIMAH products and services in order to enhance and support SIMAH's public image.
• Ensures directing the customer service system for all disputes and inquiries to confirm following the process of monitoring, closing the ticket, documentation, and resolution.
• Direct provision of first level of technical support and control the delegation of complex problems to the relevant product channels.
• Gathers all information retrieved from meetings and proceeds to their analysis in order to identify trends and propose actions and initiatives that will support the effectiveness of the products and increase the level of customer satisfaction.
• Occasionally conducts Service Quality awareness training for customer service staff.

Continuous Improvement:

• Stimulates subordinates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement and reduction in turnaround time.

People Management:

• Directs to ensure all staff have clear objectives, regular performance feedback sessions, formal annual appraisals, and individual development plans, with particular emphasis on the development of talented Saudi national staff.
• Ensures and facilitates the employment, training and development of Saudi nationals within the organization.

Information Security/Cyber Security/BCM/Privacy:

• Implementation of and compliance with the cybersecurity/privacy/ Business Continuity requirements as per SIMAH’s policies and procedures.
• Ensures that standards, processes and procedures of your department reflect Security/privacy/ Business Continuity requirements (if applicable).
• Ensures that individuals within your department accept and comply with the Cyber Security/Privacy/ Business Continuity policy, supporting standards and procedures when they are issued and updated.
• Coordinates with Risk Department to identify and report cyber security and privacy risks and vulnerabilities, availability and continuity risks in IT systems.
• Immediately reports cyber security and privacy incidents to Risk Department (Information Security unit).
• Coordinates with Risk Department to effectively and efficiently implement agreed on security, privacy and availability controls.
• Coordinates with Risk Department to review cyber security, privacy and Continuity controls of third-party service providers for your department.
• Ensures continuity of critical activities and systems that are related to your department.
• Ensures that all subordinate employees are communicated and aware about the Information and Cyber Security Policies/Privacy Policy/ Business Continuity policy distributed based on “Need to Know and/or Need to do basis.”

Reporting:

• Supervises the preparation of timely and accurate reports of SIMAH to meet company and department requirements, policies and standards.

Safety, Quality & Environment:

• Ensures the compliance of the function to all relevant safety, quality and environmental management policies and procedures in order to guarantee employee safety, legislative compliance and a responsible environmental attitude.

Related Assignments:

• Performs other related duties or assignments as directed.

QUALIFICATIONS & EXPERIENCE:

Minimum Qualifications:

• Bachelor’s degree in Business Administration, or equivalent.

Minimum Experience:

• 8 - 12 years of experience in credit management.

Language:

• English: Advanced
• Arabic: Advanced

SOFT SKILLS & TECHNICAL KNOWLEDGE AREAS:

• Very good knowledge of SIMAH’s products and services.
• Experience in customer services and call center management.
• Very good knowledge of the products and practices of the financial sector.