Description
Job Summary:
This position is responsible for documenting and administering the IAM infrastructure. And Provide guidance regarding changes to the directory schema & also manage the IPA/AD environments in accordance with the company policies.
Job Duties:
- Monitor the phone calls and ensure the calls conversations follow the company standards.
- Monitor the ticket and ensure the ticket resolutions follow the company procedures.
- Monitor the employees’ performance and submit reports for any deviations.
- Report the mistakes in the tickets and call and employee performance.
- Define and implement processes that ensure the timely generation of KPIs (Key Performance Indicators).
- Develop own expertise by participating in on the job training programs and take part in special projects and assignments.
- Monitor regularly reports and statistics related to tickets on the system, customer complaints, and incidents according to a well-defined and strict escalation procedure.
- Conduct Calls Listen ins and system audits of all quality metrics to ensure quality controls are in place
- Follow up on all issues requiring escalation in tickets system, customer complaints, and incidents
- Write management/technical reports of Quality Assurance Issues.
- Ensure a high level of customer satisfaction through closure of customer complaints by following-up
- Document internal audits and other quality assurance activities deviations and submit management reports on regular intervals.
- Develop, recommend and monitor corrective and preventive actions for all quality assurance Audit points assigned.
Requirements
Education :
Bachelor of Science in Computer/Telecom/Electrical Engineering or related.
Experience :
1-2 years’ experience in a technical Support Performance/Project/Quality Management role preferably in ISP Call Center, Data center or NOC Environment.
Knowledge:
- Good Command of English and Arabic- Written and Spoken.
- Good Command of Microsoft Office (MS Word, MS Excel, PowerPoint).
- Excellent understanding in all Business Operations.
- Must possess strong understanding of ISP networks and systems.
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