Quality Control Officer

Job Description

<p>Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation</p><p>Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative &amp; entrepreneurial talent in the market</p><p>Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.</p><p>Our technology mirrors our people – Smart, Innovative &amp; Forward Thinking</p><p>www.geidea.net</p><p><br></p><p>To maintain competitive advantage as we grow, we are currently looking for an “<strong>Quality Control Officer</strong>”</p><p><br></p><p><br></p><p><strong>Job Purpose:</strong></p><p>Perform all the quality activities and daily checks to ensure that all technicians and contact center operations are following the SLAs and relevant regulations.</p><p><br></p><p><strong>Key Accountabilities:</strong></p><ul><li>Track and report all tickets submitted from merchants, and ensure compliance with legal, governmental, and internal regulations</li><li>Perform call monitoring for the contact center team to ensure the team are following internal and external regulations and guidelines, report any violations to the contact center management and follow up on the taken action</li><li>Track tickets resolved by technicians through phone calls to ensure that the tickets closure and resolution within SLA and report results to the operations management</li><li>Manage the “SAMA care” portal, track received tickets, and ensure that SAMA care coordinator is managing these tickets while following the assigned SLAs</li><li>Merchant validation onboarding</li><li>Track the merchant validation process done by the operations team to ensure that documents are completed, and are compliant with rules and regulations</li><li>Conduct material inspection on hardware received for maintenance to ensure the quality and completion of maintenance</li><li>Ensure that all reported quality cases and reports are resolved and closed by the concerned departments and escalate late cases for the higher management for taking actions</li><li>Assist the quality control supervisor in different company wide and team projects when needed (data migration, automation, … etc)</li></ul><p><br></p><p><br></p><p><strong>Required Education and work Experience:</strong></p><ul><li>Bachelor’s degree in business administration or a relevant field</li><li>0-2 years of experience in a quality role or a relevant role</li><li>Experience with Dashboards such as Power BI and Tableau</li></ul><p><br></p><p><br></p><p><br></p><p><strong>Required Skills/Competency:</strong></p><ul><li>High communication skills</li><li>High Problem Solving skills</li><li>High Interpersonal skills</li><li>High follow up skills</li><li>High Analytical skills</li><li>Flexibility</li><li>Attention to details</li><li>Teamwork</li><li>Spoken and Written Communication skills in both English and Arabic languages</li></ul><p><br></p><p>Our values guide how we think and act – They describe what we care about the most</p><p><strong>Customer first</strong> – It’s embedded in our design thinking and customer service approach</p><p><strong>Open</strong> – Openness allows us to constantly improve and evolve</p><p><strong>Real</strong> – No jargon and no excuses!</p><p><strong>Bold</strong> – Constantly challenging ourselves and our way of thinking</p><p><strong>Resilient</strong> – If we fail, we bounce back stronger than before</p><p><strong>Collaborative</strong> – We know that we can achieve a lot more as a team</p><p><br></p><p>We are changing lives by constantly striving for a better solution</p><p><br></p><ul><li><em><u>Click apply and become part of the Geidea story.</u></em></li></ul>