Summary

1-Hard Worker
2- Active
3- Creative
4- Strong customer service orientation, emphasizing satisfaction, quality, and service .
5-Excellent verbal and written communication skills.
6-Dedicated and meticulous — high level of accuracy and attention to detail.
7-Skilled in Word, Excel, Outlook and PowerPoint.
8-Effective use of time management .
9-Excellant of using internet .

Experiences

Regional Quality Assurance Analyst November 2015 - Present ( 6 Years - 6 Months )

Careem | Automotive ( Industry )

Egypt

Quality Assurance( Role )

Quality Assurance Team Leader May 2012 - October 2015 ( 3 Years - 5 Months )

Cairo

-Responsible for the sampling process (communicating the whole process and ensuring the correct and proper implementation in time).
-Managing the team adherence and schedule.
-Manage and supervise the work of the QA monitoring team.
-Managing the monitoring target and setting the sample size of each account.
-Following up on the performance and quality of monitored calls by quality and operation as well.
-Managing the targets schedules.
-Conducting calibration sessions (responsible for the calibration approach, reports and analysis.
-Manage team utilization.
-Audit conformance on QA monitoring schedule.
-Provides feed back to head of the quality assurance.
-Provide feedback of one to one meetings and employee satisfaction surveys to the head of the quality assurance.

Quality Assurance Auditor August 2010 - October 2015 ( 5 Years - 2 Months )

Cairo

1. Create the sample size every month and using six sigma calculation and will be
responsible for the process of sampling.
2. Responsible for My project, and this responsibility will be as follow:
-1 Call scenario updates and changes.
-2 Any other updates with recording system.
-3 Testing and ensuring implementation of any changes.
-4 Communication with the relevant parties for the assigned project.
-5 Reporting (daily, weekly, monthly reports, any other needed or requested types of
reports).
-6 Communicating with the process and business analysts for the analysis of project
performance.
-7 Following up on the project performance with the business analysts as per the problem
solving process results as well as the operation.
-8 Making presentations on the project performance and presenting to the relevant parties
in the operation staff and the call center manager in presence of the process and business
analysis team and the direct supervisor.
-9 Monthly internal audit on the transaction monitoring approach (coaching forms,
reflection of errors on the CSR's KPI's, any other templates, one to one meetings and the
recognition and errors coaching delivered in the forms, etc;).
10- Monthly meeting with the CCM's to review call center performance and using FMEA to
solve all issues.
11- Audit on all transaction monitoring approach on all project ( Vodafone - HD - Samsung - Mantrac - Palm Hills - Smart )

Senior Quality Assurance December 2009 - April 2010 ( 4 Months )

Senior Quality Assurance Specialists:

1. create the sample size in a month and will be responsible for the process of sampling
2. responsible for My project, and this responsibility will be as follow:
- Call scenario updates and changes.
- Auditor & make investigation to enhance performance the QA team and the Team leaders.
- Expert on the Calibration sessions and owner for the Calibration process.
- Testing and ensuring implementation of any changes.
- Communication with the relevant parties for the assigned project.
- Reporting (daily, weekly, monthly reports, any other needed or requested types of reports).
- Communicating with the process and business analysts for the analysis of project performance.
- Following up on the project performance with the business analysts as per the problem solving process results as well as the operation.
- Making presentations on the project performance and presenting to the relevant parties in the operation staff and the call center manager in presence of the process and business analysis team and the direct supervisor.
- Monthly internal audit on the transaction monitoring approach (coaching forms, reflection of errors on the CSR's KPI's, any other templates, one to one meetings and the recognition and errors coaching delivered in the forms, etc;).

Quality Assurance October 2008 - December 2009 ( 1 Years - 2 Months )

 Monitor all the inbound accounts based upon the standard sample size. Resources and training required.
 Develop the monitoring approach by providing recommendation on Process level, program level and on the agent level. This may be reflected on a single transaction or on a general report.
 Tracking all the defected areas.
 Provide the Training with quality tips and role models techniques to be in the material.

Senior Quality Assurance Specialists August 2008 - January 2009 ( 5 Months )

1. create the sample size in a month and will be responsible for the process of sampling
2. responsible for My project, and this responsibility will be as follow:
- Call scenario updates and changes.
- Auditor & make investigation to enhance performance the QA team and the Team leaders.
- Expert on the Calibration sessions and owner for the Calibration process.
- Testing and ensuring implementation of any changes.
- Communication with the relevant parties for the assigned project.
- Reporting (daily, weekly, monthly reports, any other needed or requested types of
reports

Senior customer service Representative October 2007 - July 2008 ( 9 Months )

- Handling The Inquiries Of All Kinds Of Customers Providing The Customer With General
Information About Products The Service.
-Training the new employees.
- Resolving Customers Complaints And Problems.
- Recording Customers Suggestions And Complains
- Recording and solving problem sheet to sent to supervisor and client;
Client call for get on calls.
Weekly reports bout daily sales.
The rolls and regulation achievements.
Collecting Weekly activity report from the daily sales and telemarketing report.
Weekly summary for the Vs. Reports

Education

the high institute of social work 1999

pass, Social work,

THE Higher Institute of Social WORK in Cairo 1998

B, SOCIAL WORK,

Target Job

quality assurance supervisor

Cairo, EGYPT

Salary 8000 EGP - Egyptian Pound

Projects

Vodafone project January 2010


1- Hiring Quality Assurance specialist.
2- Create call scenario for all queue process.
3- Create quality monitoring system.
4- Coordinate with Business Process Analyst

Courses

ICDL

From in January 1970

CS

From in January 1970

Leadership Skills.

From in January 1970

Courses in united group co. for call center skills

From in January 1970

•Project Management

From in January 1970

•Coaching

From in January 1970

•Business Writing

From in January 1970

Skills

  • Analysis
  • BPO
  • Business Analysis
  • Call Center
  • Call Centers
  • Coaching
  • Contact Centers
  • COPC
  • Customer Experience
  • Customer Satisfaction
  • Customer Service
  • Employee Training
  • English
  • FMEA
  • Human Resources
  • Key Performance Indicators
  • Leadership
  • Management
  • Microsoft Office
  • Operations Management
  • Outsourcing
  • Pareto Analysis
  • Performance Management
  • Problem Solving
  • Process Improvement
  • Project Management
  • Project Planning
  • Quality Assurance
  • Quality Assurance Professionals
  • Quality Auditing
  • Quality Control
  • Quality Improvement Processes
  • Quality Management
  • quality process outsourcing
  • recording system ( VPI , I-Listen )
  • Recruiting
  • Six Sigma
  • Software Documentation
  • Supervisory Skills
  • Team Building
  • Team Leadership
  • Team Management
  • Teamwork
  • Telecommunications
  • Testing
  • Time Management
  • TQM
  • Training
  • Troubleshooting
  • Vendor Management

Language

  • English Intermediate

Interests

  • Reading
  • Playing PS games

Personal Info

Gender: Male

Birth Date: 1982-08-12

Nationality: Egypt

Country: Egypt

City: Cairo

Visa Status: Citizen

Number of Dependants: 2

Marital Status: Married

Recommendation

There are no recommendations

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