Senior Trainer and Quality Associate
Gulf CX
مجموع سنوات الخبرة :14 years, 5 أشهر
- Develop and maintain a plan of all training needs.
- Review training materials to identify gaps and areas of improvement.
- Deliver soft skills and product training to bridge
knowledge gaps.
- Conduct periodic tests for agents and provide
management with progress reports.
- Coordinate program enrollment with HR, maintain training schedules, costs, training equipment and all the tools required to successfully inject each group
new group of trainees into the workforce.
- Carry out daily briefs prior to shifts and familiarize all agents with the recent product changes/updates.
- Highlight new and recurring issues to the client for remedial and preventive action.
- Act as a reference point for all Quality and
Operational teams for any matters pertaining to
product knowledge.
- Supervise newly injected agents and ensure
adherence to all operational KPI’s.
- Handle the following key operational areas to ensure business continuity and operational success:
• Inventory Management.
• Logistics.
• Staff Recruitment and Hiring.
• Team Management.
• Kitchen Operations.
• Supply Management.
• Contract Management.
• Vendor Management.
• Customer Support.
• Distribution.
• Procurement.
TTSJV
Logistics and General Services - Handle the company's logistics requirements.
- Manage staff flight schedules, transportation and hotel booking.
- Manage the company's PPE and Stationary stock levels.
- Issue FMRs and POs to restock all items needed for day-to-day operations.
- Assess available vendors (Such as Vehicle Insurance, Furniture...etc) and prepare a business case to management to justify the best candidate.
- Publish all drivers' daily, weekly and monthly duties, monitor timesheets and review daily/month vehicle reports.
- Monitor all company-owned vehicles and arrange periodic maintenance.
- Assist in cost control functions and apply monitoring measures on all staff Mobile Phone billing.
- Handle all matters concerning vehicle accidents (Police reports, Insurance Claims, Invoices...etc).
- Extend support to HR for all matters related to admin, transportation, medical, visa, ID renewals and update of public records.
- Establish a coding system for the site/office layout, section mapping, equipment tagging, employee office assignment and ensuring work stations have all the items needed by the employee to perform their duty.
- On-site and off-site transportation of key personnel on special assignments.
- Mapping operations against the department’s Financial Framework.
- Ensuring timely update of the department’s Processes and Policies.
- Testing of new products and functionalities.
- Preparation of the monthly dashboard to reflect the key operational performance and the company’s financials (Postpaid, ICT, DATACOM).
- Vendor Management (Budget, Contract, RFP and Payments).
- Draft SDs and CRs to eliminate existing defects impacting customer experience, charging systems, bill accuracy or product design.
- Customer data analysis.
- Billing Cycle audit and reporting.
- Bill templates design.
- Billing complaints management.
- Maintaining the Bill Accuracy targets in respect to VIVA’s QA standards across all customer segments.
- Breaking down surveys / articles published by TRA / Other Marketing firms pertaining to VIVA’s Billing systems, bills, information, accuracy, transparency and rating to capitalize on the strong areas and eliminate weaknesses.
- Pre and Post Billing Audits.
- Program customer data and generate regular cycle reports
- Maintain billing systems and software
- sourcing and maintenance of software/systems enabling the configuration/data programming of customer bills
- identify system errors or disruptions and initiate remedial action.
- communicate to vendor/other billing sections.
- Monitor and report on bill cycles.
- Spot check bills for accuracy and quality compliance.
- identify bills in error and follow up their amendment.
- consider and implement preventative mechanisms.
- Ensure tariffs and pricing structures are reflected in customer billing.
- identify and rectify billing/data programming errors.
- Design and maintain bill templates.
- Run customer reports and identify payment in arrears.
- Manage billing process.
- ensure billing information is collaborated, programmed, documented, issued and resolved up within agreed timeframes.
- Resolve Billing related complaints.
- Analyze customer complaints.
- Match the customer’s concerns against data present on CRM.
- Provide proper guidance and clarification to customers regarding their complaints.
- Provide a breakdown of customer’s bills.
- In the event a customer has raised a valid complaint regarding an issue - Channel the complaint to the appropriate resolver groups.
- Answer customer quieries.
- Troubleshooting various technical problems.
- Provide guidance and advice to which services might best suit a certain customer.
- Ensure customers get maximum value out of their service.
- Deliver an excellent and unique image of Viva.
- Answer customer quieries.
- Troubleshooting various technical problems.
- Provide guidance and advice to which services might best suit a certain customer.
- Ensure customers get maximum value out of their service.
- Deliver an excellent and unique image of Viva.
- Prepare Claim & Demand letters.
- Initiate communications with debtors to negotiate the terms of settling outstanding amounts.
- Initiate legal proceeding against uncooperative defaulters.
- Prepare reports on all portfolios.
- Coordinate the International and Local Collection Departments cases.
- Approach business owners through various intermediaries (Meetings, Telephones, and Seminars).
- Conduct financial analysis for credit and debit turnover.
- Loan disbursement.
- Analysis of Credit Bureau Reports (CRB Reports).
- Approach business owners through various intermediaries (Meetings, Telephones, and Seminars).
- Conduct financial analysis for credit and debit turnover.
- Loan disbursement.
- Analysis of Credit Bureau Reports (CRB Reports).
- Introduction of BMI Bank and SME Banking.
- Communicate with customers and send various documents to them through courier services (Bill of Lading, L/Cs, Certificate of Origin…etc).
- Contact LME Brokers for Aluminum pricing.
- Handling various invoices and pricing tickets.