Quality Assurance Officer

About Insta Telecom

Insta Telecom is one of Afghanistan's largest internet service providers (ISPs). Its corporate headquarters is in Kabul, and it has fully functional regional offices in major cities, including Kandahar, Herat, Mazar-e-Sharif, Jalalabad, Ghazni, Helmand, and Kunduz. The company is 100% Afghan-owned, and its nationwide network and operations are managed by a team of over 100s experienced, trained, and qualified professionals, including Afghans and international experts. Insta Telecom takes pride in being an Afghan company that delivers modern telecommunication services through its expansive infrastructure nationwide. Focusing on providing reliable connectivity solutions, the company caters to the evolving needs of residential and business customers in Afghanistan's rapidly growing telecommunications market.

Job Summary

We seek a versatile and customer-focused individual to join our team as a Quality Assurance and Customer Relations Officer. This role will encompass both quality assurance responsibilities to ensure the highest standards of our products and services and customer relations duties to maintain positive relationships with our valued customers. The ideal candidate will possess a strong attention to detail, excellent communication skills, and a dedication to delivering exceptional customer experiences.

Duties & Responsibilities

Quality Assurance:

1. Develop and implement quality assurance policies and procedures to ensure compliance with industry standards and regulatory requirements.
2. Conduct regular audits and inspections of products, processes, and systems to identify areas for improvement and ensure adherence to quality standards.
3. Collaborate with cross-functional teams to establish quality metrics, objectives, and performance indicators to drive continuous improvement initiatives.
4. Investigate customer complaints and quality issues to determine root causes and implement corrective and preventive actions.
5. Develop comprehensive documentation, including quality manuals, standard operating procedures, and work instructions.
6. Provide training and support to employees on quality assurance processes and procedures.
7. Monitor and analyze data to identify trends and opportunities for process optimization and efficiency gains.
8. Communicate quality performance and issues to management and stakeholders, including preparing reports and presentations as needed.

Customer Relations:

1. Serve as the primary point of contact for customer inquiries, requests, and concerns, ensuring timely and effective resolution.
2. Build and maintain strong relationships with customers through proactive communication and personalized interactions.
3. Provide product and service information to customers, including pricing, availability, and delivery options.
4. Process customer orders, returns, and exchanges accurately and efficiently, adhering to company policies and procedures.
5. Collect and analyze customer feedback and data to identify trends, patterns, and areas for improvement.
6. Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
7. Stay updated on industry trends, market developments, and competitor activities to serve better and anticipate customer needs.

Job Requirements

1. Bachelor's degree in business administration, quality management, or a related field.
2. Proven experience in quality assurance, customer service, or related roles.
3. Strong understanding of quality management principles, methodologies, and tools (e.g., Six Sigma, Lean, ISO standards).
4. Excellent communication and interpersonal skills, with the ability to effectively interact with customers and colleagues at all levels.
5. Strong problem-solving skills and the ability to handle challenging situations professionally and empathetically.
6. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
7. Proficiency in customer relationship management (CRM) software and quality management tools.
8. A passion for maintaining excellence in product and service quality while delivering exceptional customer experiences

Submission Guideline

Please forward your resume to jobs@instatelecom.com, and kindly include "QAO12032024" in the subject line. We look forward to reviewing your application.

Functional Area

Customer Service

Customer Care

SALES

Sales/Marketing, Media, Journalism

Countries

Afghanistan

Provinces

Kabul

Submission Email

jobs@instatelecom.com

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