UAE National - Abu Dhabi, United Arab Emirates - Maximus Gulf

Description

Abu Dhabi, UAE

Posted 4 days ago

Expires in 2 months

The Service Quality Officers will be responsible for knowledge transfer to UAE Nationals as per industry standard and global best practices.

The Service Quality Officers are experience employability professionals who will provide a review function for the JPC service to ensure continual assessment of quality standards within the JPC and job seeker satisfaction.

The role will audit an approved Quality Assurance Plan which incorporates contractual, policy and operational standards.

Responsibilities

Defines a schedule of surveys and focus groups.

Produces minutes of meetings and follow up action logs.

Conducts regular surveys and focus groups and writes up reports.

Acts as escalation point for job seeker complaints and manages an issues log.

Investigates complaints at first line and liaises with JPC management and lab team members to escalate where appropriate.

Gathers information about job seeker satisfaction from a number of data points.

Identifies gaps in service or service improvement points.

Provides career coaching services where needed directly to job seekers during periods of high demand, or where there has been a complaint.

Undertakes quality audits in accordance with the plan and reports out individual audit exceptions along with identifying emerging trends and recommendations for remedial actions.

Works with individuals / team leads to explain individual audit findings and provide remedial training; where necessary, work with programme management to develop individual performance improvement plans.

Collates weekly, monthly and leadership repor

Produces monthly quality and performance review reports.

Quarterly review and continuous improvement reports SkillsKnowledge Minimum bachelors' degree business administration, social services, education or a related discipline or qualified by experience.

Knowledge of quality management systems.
Knowledge or experience of working with Six Sigma or Kaizen methodologies desirable but not essential.

Skills Basic ResearchMust be bi-lingual Arabic and English verbal and written language skills. Strong problem solving, quantitative and analytical abilities.
Strong ability to plan and manage numerous processes, people and projects simultaneously.
Ability to build relationships quickly.
Ability to take initiative with a very high attention to detail and quality focus.
Strong analytical skills, with proven ability to share insights that drive results and stakeholder value.
Extremely comfortable in fast-paced, high-growth environment.
Creative and analytical thinker and fast learner.
A strong ethical approach. Experience Previous experience working in a structured environment with strong quality, audit or compliance frameworks.
Experience working within an educational institution environment.#J-18808-Ljbffr