Senior Quality Assurance Specialist
Vodafone EG
Total years of experience :22 years, 3 Months
Measure in coordination with the operations managers the inbound & outbound quality call standards against which the agent's performance and the quality of service will be measured and evaluated.
Maintain the required accuracy and quality, for the periodic reports, sent by the team, to the customer care, indicates the overall quality, findings and recommendation for the customer care department.
Provide standard and ad-hoc reports and tasks wherever necessary within reasonable time lines to the management.
Ensure that mystery-shopping calls are conducted on time, and when requested, and with the launching of new services or promotion, then provide the management team with the results and QA findings with recommendation.
Provide the Customer satisfaction report, to the management team and support with the needed plans and recommendation to overcome it.
Owner of the Call assessment sheet (Call scoring), and Call Parrot System (Call recording), take the responsibility in its agents maintenance.
Ensure End to End customer experience by handling accounts by each segments by observation, mystery shopping and voice of customer areas.
Motivate, direct, coach, brief and manage performance, recruit, set goals and distribute targets and assist careers of team members.
Provide each team member one on one meeting monthly discussing on his quality performance.
Create, evaluate, and implement new ideas for improving the external and internal customer experience.
Networks, influences, and persuades internally and externally to team, other departments/divisions, vendors, and suppliers.
Perform audit on observations done by the QA specialists and report mistakes on an audit sheet in order to maintain 100% accuracy of work.
Conduct periodical calibration sessions with COPS supervisors and managers to ensure best understanding of Quality standards.
Purpose and Vision Monitoring
Accountable for the translation of the Customer Experience strategy into tangible plans and custodian of the Customer Experience Plan with responsibility for its timely delivery in coordination with the various CE Champions from the Commercial & Support Functions
Manage, validate and update Knowledge Base content. Ensure continuous development for the Knowledge Base is in place.
Translates the client’s business requirements into systems design.
Support all stakeholders within operation, shared services and client in order to improve communication streams
Ensure quality, time and cost of delivery to provide continuous improvement
Provide insight for operations about vibe on the floor (surveying advisors/support functions) to find out pain points and work on improving it
Work closely with Process Improvement to identify/spot process gaps on the floor via surveys/questionnaires & focus groups
Communication
Working in parallel with the Support functions Teams/Operation Teams in order to make sure the communicated messages are aligned with the activities going on.
Manage the Voice of the Customer Process from start to end
§ Respond to different process/knowledge gaps within time frame
§ Prepare monthly analysis
§ Brainstorm ideas for improvements
§ Hold meeting with client weekly to raise faults/issues/cases for resolution
Investigate/assist & enhance the promotions/services/products communication streams
Revising the Communicated Content & putting it in the most clear & informing way that suits its audience (Operation Teams/Support Functions Teams)
Strategy Implementation
Work with the individual customer experience champions to launch customer experience projects across the organization
NPS Accountability
Shared accountability for the enhancement of overall company NPS (Net Promoter Score) against our market competitors.
Performance Monitoring
Responsible for the development of project management performance dashboards to measure performance and the timely update of those dashboards in coordination with the various CE Champions from the Commercial Department.
Corporate Governance Implementation
Responsible for the development and maintenance of the Commercial CE Champions team corporate governance. And responsible for the accurate reporting of meeting minutes and next steps.
Research and Measurement
Responsible for working with the research department to gather and commission any relevant research related to Customer Experience and share with the team.
Customer insights
Bringing voice of the customer through gathering customer’s feedback and implementing customer surveys
Monitor inbound and outbound calls and evaluate agents’ performance concerning the quality of service offered.
Conduct customer satisfaction surveys in order to assess and evaluate the customers overall satisfaction in terms of service offered.
Perform mystery shopping calls to CSR’s in order to ensure accurate and consistent information delivery to our customers and identify training needs if required.
Capture and report customer comments towards continual product and services development.
Give recommendations for products, policies systems and process improvements based on the customer experience and feedback.
Think creatively and challenge existing procedures to facilitate ongoing change in customer service.
Conduct business simulation to new hires & assess in the certification process.
Contribute to quality workshops to new hires & existing employees.
Conduct tasks as assigned by QA Supervisor and Quality & Budget Manager to be accurate, clear, concise, completed in accordance to the company requirements, and to meet the agreed deadlines.
Inbound & outbound calls monitoring
Settings Standards for different types of calls to ensure consistency
Periodical calibrations with COPS managers & supervisors
Reviewing all related policies before being published on our intranet
Training sessions, presentations & business solution for new classes
Benchmarking with Vodafone group & competitors
Daily & monthly reports retrieved from Business Object
Handling customer inquires and complaints for all customer segment(prepaid-post-paid and premium customers)
Handling premium floor task (communicating & following any outage/monitoring the whole premium queue/handling customer escalated calls)
Responsible for premium complaints remedies & premium loyalty program
Provide internal and external customers with accurate and timely information.
Suggest process improvement for the enhancement of Customer Operations Department through joining First Call Resolution Team.
Acting as a supervisor for a call centre post-paid team handling all the supervisors responsibilities and activities
Handling all the Faculty paper work, the students lecture schedule, exam timing and results.
Managing guest seating according to the vacant places and guest preferences and reservation conducted.
Conducting training to the new comers.
In charge of the whole reception department.
