·  Leading the development of internal procedures in specified areas of responsibility.·  Collaboratively develops effective Quality monitoring standards and tools, and educates the contact center stakeholders on cross functional issues related to Quality.·  Apply and maintain agreed upon Quality standards.· Demonstrate competence with all aspects of the QA Project life cycle, including System, Interface, Integration and Regression testing.·  Scripts, knowledge, references sources meet customer expectations ensuring its compatibility with Etisalat Visions & strategy.·  Monitor, inspect and measure for process adherence metrics and accuracy in order to eliminate errors and assure consistency in customer service operational processes.·  Maintain Customer experience through measuring and tracing all touch points with customers and monitor the impact through all divisions.· Unify customer service provided across all entities.· Come up with solution & recommendations along with enhancements boosting both business and customer satisfaction.· Ensuring Company policy & procedures are being followed & correctly implemented. 

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