Copy of Assistant Manager Quality

6 months ago


مصر, Egypt talabat Full time

**Company Description**
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less

talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide
**Job Description** Role Summary/Overview**
Plans and achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews
Preparing and completing program-level action plans; implementing production, productivity, quality, and customer service standards
Identifying and resolving problems; completing process audits; determining system improvements, and implementing change.

**Role Scope**
**Responsibilities**
- Manages the quality and customer satifsction portfolio for Talabat verticals (COPs and POPs) across all LOBs for inhouse and business processes outsourcing service providors.
- Manages multiple quality teams to ensure operations are improving/meeting quality and customer/partner experience benchmarks and ensuring actions are taken to drive performance.
- Manage QA staff allocation between projects and revising the capacity plan according to new/terminated LOBs
- Supervises the creation and implementation of project-level action plans on a specific timeline along with auditing the quality/effectiveness of actions
- Sets and prioritizes department quarterly projects and objectives then sets department and team KPIs accordingly
- Review, audit, and redesign quality, and CX processes according to business needs to ensure alignment of customer experience with business requirements.
- Liaise with operational managers, and DH QTK managers on standards and program roadmaps.
- Address Vertical employee concerns and facilitate the implementation of LOB action plans for the LOB supervisor.
- Is the QA standard and process expert and acts as the reference point of vertical's concerns and issues.
- Acts as QA representative across Talabat and other DH stakeholders regionally, CX/VX, Vendors

**Qualifications**
- Experience: 3 Years in Supervisory roles (team leader/supervisor)
- Experience in green Six Sigma approaches and tools
- Project Management Essentials
- Planning and organization skills
- People Management skills
- Excellent communication skills
- Excellent Presentation skills



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