Our Job Offers

GRADE: 11 

BAND: Supervisors & Team Leaders 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality LINE OF BUSINESS Raya Customer Experience 

REPORTING TO: Manager 

REPORTING LINE TITLES DIRECT: Specialist 

INDIRECT: Sr. Executive – Executive

KEY RESPONSIBILITIES

 Review QA sizing and takes action regarding over and understaffing 

 Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year 

 Implement required changes to the monitoring and end user satisfaction approaches,  Reviews sample size and precision per project and addresses required actions based on those reviews 

 Review monitoring results per program and across sites 

 Attends new implementation kick-offs, assigns QAE to the newly implemented project and review the new scoresheets 

 Review and approves change of project scoresheets 

 Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained. 

 Enhance QA reports and presentations based on business and operations needs 

 Address new ideas to Quality data standard system 

 Automate QA required templates and reports 

 Attends monthly QA-operations presentations and sets proper action plans with the account managers 

 Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan

INTERPERSONAL SKILLS 

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.

TECHNICAL SKILLS 

Communication skill – Decision-Making – Relations Management.

Location: Across Sites

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

KEY RESPONSIBILITIES

• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda. 
• Work on the continuous improvement of the training materials, documents, and handouts. 
• Abides to COPC approaches and requirements.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing the duties required. 
• Evaluate agent’s responsiveness to training and responsible for their training.
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training) .
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test).
• Ensuring that the attendance sheets for both soft skills and product knowledge and are updated on time as per the due dates delivered by the training supervisors.
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.

Grade: 8

Department: Operations 

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: A2

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Grade: 8 ​

Location: Client Premises - Haram

Gender: Males only 

Reporting to:  EG Bank Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B1

Banking Experience is preferable

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Grade: 8

Location: Crystal Plaza

Department: Operations 

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: B1

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

GRADE: 7

BAND: Senior Professionals & Professionals

DEPARTMENT:  Operational Supporting Functions 

LINE OF BUSINESS:  Raya Customer Experience 

REPORTING TO:  Specialist 

KEY RESPONSIBILITIES:

• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.

• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda. 

• Work on the continuous improvement for the training materials, documents and handouts. 

• Abides to COPC approaches and requirements. 

• Provides pre operational feedback to HR and OP on new agents and their fitness for performing duties required. 

• Evaluate agent’s responsiveness to training and responsible for their training 

• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training) 

• Do all verification practices required and related to knowledge verification (Login – Calibration – Test) 

• Ensuring that the attendance sheets for both soft skills and product knowledge, and are updated on time as per the due dates delivered by the training supervisors 

• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.

INTERPERSONAL SKILLS:

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

TECHNICAL SKILLS:

Analytical – Computer – Negotiation 

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient 

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: Commercial 

SUB-FUNCTION: Marketing 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Marketing Senior Manager

KEY RESPONSIBILITIES

1. Responsible for planning, developing and implementing the overall organization marketing and communication strategy 

2. Orchestrating content strategies across all online platforms to drive leads, subscribers and brand awareness 

3. Optimize our leads capturing mechanism in terms of website, web forms, chatbot (Ray), auto-responders, and the IVR 

4. Content Marketing management: creating various types of content such as case studies, white papers, infographics, guides, blogs, interviews, etc. Starting from the ideation, writing, visualizing and post publishing review 

5. Develop an editorial calendar highlighting our matrix of digital services, tailored to our target markets and our thought leadership 

6. Edit٫ proofread٫ improve٫ and deliver engaging content 

7. Generate ideas to increase engagement٫ while receiving and responding to feedback from the targeted audience 

8. Implementing SEO best practices 

9. Increase web traffic and brand awareness through the marketing of content online 

10. Ensure a diverse web presence by sharing content through a multiplicity of channels 

11. Promoting our brand at trade shows and major industry-related events, 

12. Overseeing branding, advertising, and promotional campaigns 

13. PR and corporate communications management, 

14. Events, awards and recognitions: planning and managing our participation and branding image 

15. Act as a brand guardian for the brand image across all corporate channels

INTERPERSONAL SKILLS:  Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.

TECHNICAL SKILLS:  Communication skills – Content/Copy Writing Skills.

GRADE:  8 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 

KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.

KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

TECHNICAL SKILLS: Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills.

PROFESSIONAL EXPERIENCE:  

1. CCNP R&S, CCNP Security is a must.
2. ITIL Foundation is a must.

LANGUAGE SKILLS:  

English: Proficient

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B2

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
  

Location:  Crystal Plaza

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level A2

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.