Quality Assurance

DOHA BANK - قطر - الدوحة

Key Responsibilities:


  • Develop and implement comprehensive quality assurance strategies, policies, and procedures aligned with business objectives and regulatory requirements.
  • Oversee all aspects of the quality assurance lifecycle, including risk assessment, quality planning, execution, monitoring, and control.
  • Lead the formulation of Bank-wide Quality Assurance plans and practices, focusing on improvement and remediation, in close collaboration with respective Business/Support units.
  • Liaise with customer-facing/support units to monitor and ensure consistency in customer service experience and service delivery within defined parameters.
  • Analyze customer feedback (complaints, surveys) to identify root causes of issues and drive improvements in service quality.
  • Lead and oversee User Acceptance Testing (UAT) activities.
  • Develop and execute comprehensive test scripts to ensure software and systems meet business requirements.
  • Create and document functional test cases based on technical and business requirements.
  • Escalate and track technical issues for timely resolution.
  • Conduct regular internal quality management system audits and inspections to identify and assess quality risks and compliance issues.
  • Monitor and analyze key performance indicators (KPIs) related to quality (KQIs) and customer satisfaction.
  • Prepare and present comprehensive audit reports and findings to senior management.
  • Initiate and perform continuous research and analysis to identify and implement best practices in quality assurance.
  • Assist assigned Departments in preparing/updating and formalizing Service Level Agreements (SLAs) and monitor their adherence.
  • Develop and implement corrective and preventive actions to address quality deficiencies.
  • Lead, mentor, and guide junior quality assurance team members.
  • Collaborate effectively with all departments across the bank to ensure seamless integration of quality principles.
  • Maintain the highest standards of confidentiality, professional conduct, ethics, and integrity in all aspects of the role.
  • Ensure compliance with all relevant regulations and industry best practices.


Qualifications:


  • Bachelor's degree in Business Administration, Finance, or a related field.
  • Relevant professional certifications (e.g., Six Sigma, ISO 9001,ASQ) preferred.
  • Fluency in both English and Arabic (written and spoken) is mandatory.


Experience & Skills:


  • Minimum 5 years of experience in a Quality Assurance role within the banking or financial services industry.
  • Proven experience in developing and implementing quality assurance plans and procedures.
  • Strong analytical and problem-solving skills with the ability to identify and resolve complex issues.
  • Excellent communication and interpersonal skills with the ability to effectively interact with all levels of staff.
  • Strong attention to detail and accuracy.
  • Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint & Power BI).
  • Experience with quality management software (e.g., Selenium , Appium, Jira,) is a plus.
  • Ability to work independently and as part of a team.

تاريخ النشر: ٢٢ يناير ٢٠٢٥
الناشر: LinkedIn
تاريخ النشر: ٢٢ يناير ٢٠٢٥
الناشر: LinkedIn