Service Quality Manager at Dragnet Nigeria

Job Description

• The individual would be expected to plan, direct, or coordinate quality assurance programs
• Formulate quality control policies and control quality of business support and execution efforts and monitor, audit while improving business process and corporate compliance.

Responsibilities

• Collect and analyze execution reports to evaluate quality
• Analyze client feedback results and provide feedback and interpretation to management committee/meeting, and client engagement team.
• Stop test if test process is compromised
• Monitor performance of quality control systems to ensure effectiveness and efficiency
• Communicate periodic (quarterly or annually) service performance information to all relevant organizational departments, outside vendors, or contractors.
• Instruct staff in service quality control and analytical procedures
• Produce reports regarding non-conformance of tools or processes, job execution quality, root cause analyses, or quality trends.
• Participate in the development of product specifications for better process automation.
• Review statistical studies, technological advances, or regulatory standards and trends to stay abreast of issues in the field of process quality control, process audits and compliance.
• Identify critical points in the execution process and specify monitoring procedures to be used at these points.
• Create and implement process monitoring and evaluation criteria or procedures.
• Document procedures, methodologies, or criteria.
• Review and update standard operating procedures or quality assurance manuals.
• Identify service quality problems or areas for improvement and recommend solutions.
• Verify that test centres, support services vendors, technology partner tools, and all in-house execution tools and processes meet established/agreed standards.
• Review all documentation necessary for regulatory submissions and inspections.
• Evaluate new testing and sampling methodologies or technologies to determine user acceptance.
• Monitor process adherence throughout business execution cycles.
• Instruct vendors or contractors on quality guidelines, testing procedures, or ways to eliminate deficiencies/failure.
• Liaise with Research & Development, to monitor the development of new products to help identify possible problems for new products.
• Confer with marketing and sales departments to define client requirements and expectations.

Required Qualifications

• Bachelor's Degree in Law or Psychology preferred
• Master's Degree also considered.

Experience:

• Spreadsheet software - Microsoft Excel
• Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.