Quality and Performance Manager 

Reporting to:  Business Operations Director

1. Key Goal

To implement and execute a comprehensive Performance Management strategy for all services, technology platforms and applications.
Set the benchmarks and achievement criteria for Key Performance Indicators and recommend strategies for necessary changes in engineering rules, processes and environment while making sure that the KPIs reflect technical parameters

2. Responsibilities

2.1 Managerial
• Manages and motivates the team of the unit.
• Takes part in the recruitment of unit team.
• Follows-up & validates the individual evaluations of unit team members.
• Manages deliverables of the team to projects lead by other entities within the organisation.

2.2 Operational
• Develops a comprehensive set of KPIs (internal and external) for the performance of all systems and services including subjective user/ subscriber experience criteria.
• Develops and keeps up to date comprehensive Performance Management Handbook covering all services and aspects.
• Maintains a performance requirements data base and benchmark/ review engineering documents against these requirements
• Performs regular performance reviews with all entities and define action plans for improvements;
• Issues detailed monthly performance report and ad-hoc reports
• Analyzes end to end performance for Customer services  internal and external) and put relevant metrics and dashboards in place
• Writing technical and management system report
• Promoting quality achievement and performance improvement throughout the organization
• Setting QA compliance objective and ensuring that targets are achieved

2.3 Behavioural
• Maintains good functional relations with all departments
• Ensures confidentiality of information
• Keeps an open mind and identifies areas for improvement
• Be able to work  under pressure
3. Required Qualifications, Experience & Skills

• First degree mandatory, preferably in Information Science.

3.2 Experience
• 2 to 4 years of professional experience, with demonstrable understanding of business processes
3.3 Skills
• Knowledge in Quality and Performance Management Systems (eg. Six Sigma; TQM; ISO9001)
• Experience in the Balanced Score Card is a plus
• MS Office (Word, Excel, PowerPoint, Project) and

Visio Drawing
• Leadership and initiative
• Transparency and Team work
• Excellent interpersonal and good communication skills
• Analytical skills

Please send your CV to info@ires.az