IT Qos

Manage and lead the IT QoS & UX team.
- Monitoring the quality level of the team performance from quality assurance perspective and identify areas of improvement to minimize the gaps.
- Responsible for providing periodic reports and analyze both team and individual performance.
- Responsible on working on new initiatives to improve the customer experience across the organization.
- Responsible on performing different interlocks with different teams to highlight areas of improvement.
- Ensure that operational processes are efficiently followed and communicated across different support levels to control the end to end customer experience.
- Identify areas of improvement to enhance the efficiency of current or future processes.
- Work on creating new processes to provide quality assurance for different activities and tasks.
- Responsible for introducing and implementing new processes to increase customer satisfaction and focus on user experience.
- Drive initiatives to improve quality for communication with users and different support levels. Define clear goals, objectives and career development plans to all team members, and follow up to ensure that they are successfully carried out.

**about you**:

- The capability to manage and supervise different disciplinary people.
- Strong Sense and experience of customer service.
- Creative Thinking.
- Ability to balance between business and user benefits/views.
- Excellent negotiation skills and customer service skills. Excellent presentation skills.

**additional information**:

- University degree with IT background.
- Minimum 7 years operational experience, preferably in IT operations. 3 years experience in project management and analytical position is a plus.

**contract**:
Regular