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Ahmed Hamouda, Head of Quality Assurance

Ahmed Hamouda

Head of Quality Assurance·iCall Outsourcing

Egypt

Master's degree, Business Administration

Work experience

Total years of experience: 19 years, 5 months

Head of Quality Assurance

November 2020 - Present

iCall Outsourcing

Cairo, Egypt

November 2020 - Present

Developed and re-designed several business processes
Started a project for business process automation
Managing the Software development team
Successfully led the launch of several projects
Conducted several process and project audits
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Quality Assurance Section Head

December 2018 - November 2020

Wasla Outsourcing

Cairo, Egypt

December 2018 - November 2020

Set standards for operations performance
Review performance periodically to insure target achievement and process compliance
Review process capability and effectiveness and modify processes to achieve objectives
Develop corrective and preventive actions for operations performance metrics
Assure that all company operations are compliant to COPC standards
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

HR Manager

October 2017 - July 2018

AlGammal Contracting

Cairo, Egypt

October 2017 - July 2018

Responsible for the development of all the HR functions.
Conducting Job analysis and writing job descriptions
Updating the payroll effects
Handling the recruitment and selection function
Company industry:
Construction & Building
Job role:
Human Resources and Recruitment

Human Resource Manager

December 2016 - October 2017

IVAS for Value Added Services

Cairo, Egypt

December 2016 - October 2017

1- Participate in formulating the HR strategies, policies and procedures.
2- Develop the hiring plan for the year and proceed in implementation.
3- Conduct job analysis to be able to create suitable job profiles.
4- Develop and maintain the salary calculation sheet and review the monthly payroll effects.
5- Conduct the training needs assessment and develop the yearly training plan.
6- Conduct the selection process and set the suitable compensation for each position.
7- Help in formulating the employer brand for the organization
Company industry:
Telecommunications
Job role:
Human Resources and Recruitment

Workforce Supervisor

January 2013 - December 2016

Wasla Outsourcing

Cairo, Egypt

January 2013 - December 2016

-Responsible for the performance and tasks of the Workforce Team.
-Responsible for tracking the headcount changes and reporting.
-Responsible for providing the hiring plan for the project to meet the requested KPI’s.
-Responsible for tracking and monitoring a team of eight Workforce Specialists in order to achieve targets.
-Responsible for the reporting and analysis of the project performance and provide recommendations for improvements.
-Responsible for the communication with clients in matters related to project performance and headcount changes
-Supervising the activities of workforce planning and payroll development (Deductions and overtime).
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

English Instructor

January 2015 - May 2015

Berlitz Egypt

Cairo, Egypt

January 2015 - May 2015

1- Deliver English language instruction to university student at Ain Shams University.
2- Test the students after the completion of the level.
3- Develop progress reports for students to be able to monitor progress.
4- Develop and conduct class activities to facilitate the practice of language
Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Call Center Supervisor

May 2012 - December 2012

Wasla Outsourcing

Cairo, Egypt

May 2012 - December 2012

-Managing a team of eight Team Leaders; responsible for their KPIs and their teams’.
-Responsible for achieving the objectives and KPIs for the whole project in (Quality, No. of answered calls and customer satisfaction survey.
- Responsible for communicating with the client (Vodafone Egypt) in the area of the workforce and headcount.
- Responsible for the hiring of new employees and the promotion of current employees in various positions.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call Center Supervisor

August 2009 - May 2012

ElAraby Group

Cairo, Egypt

August 2009 - May 2012

- Maintaining service level agreement within accepted threshold
- Responsible for the hiring and firing of employees in the call center- managing a team of team leader to achieve the required KPI's
- Responsible for achieving quality and customer satisfaction targets
- reviewing the bill of the call center monthly and come up with ideas to minimize cost
- managing the team of office equipment support in the company
Company industry:
Heavy Industry & Metallurgy
Job role:
Customer Service and Call Center

Call Center Team Leader

August 2007 - August 2009

Raya Contact Center

Cairo, Egypt

August 2007 - August 2009

-Monitor and appraise the performance of fifteen call center agents to achieve the requested KPI's (Key Performance Indicators)
-Handle and resolve escalated calls from customers.
-Handle floor supervisor's task to control and maintain the service level in the call center and report the global problems to the concerned teams to resolve.
-Report the results of the team on monthly basis to the management team
-Maintain client (Vodafone) satisfaction and deliver
agreed results.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call Center Agennt

September 2006 - August 2007

Raya Contact Center

Cairo, Egypt

September 2006 - August 2007

-Handle customers' inquiries and complaints with the required level of quality.
-Maintain the productivity within the KPI's range for Average handling time, Not ready and Hold.
-Fulfill the requested tasks from the team leader such as (calculating productivity for the team or organizing the leaves' slots among the team)
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

The American University in Cairo

June 2018

June 2018

Master's degree, Business Administration

Egypt

GPA (point): 3.75 out of 4

GPA (point): 3.75 out of 4

View attachment

American University in Cairo

March 2007

March 2007

Diploma, Human Resource Management

Egypt

GPA (percentage): 78%

GPA (percentage): 78%

Sadat Academy

June 2005

June 2005

Bachelor's degree, Business Administration

Egypt

GPA (point): 3.3 out of 4

GPA (point): 3.3 out of 4

AbdelAziz ElSayed School

July 2001

July 2001

High school or equivalent, Mathematical Section

Egypt

GPA (percentage): 86.8%

GPA (percentage): 86.8%

Skills

Hiring
Expert
Hiring
Expert
Administration
Expert
Administration
Expert
Key Performance Indicators
Expert
Key Performance Indicators
Expert
Agents
Expert
Agents
Expert
KPI
Expert
KPI
Expert
Computer Skills
Expert
Computer Skills
Expert
Leadership
Expert
Leadership
Expert
Recruitment
Expert
Recruitment
Expert
Workforce Management
Expert
Workforce Management
Expert
Presentation Skills
Expert
Presentation Skills
Expert
Hiring
Expert
Hiring
Expert
Administration
Expert
Administration
Expert
Key Performance Indicators
Expert
Key Performance Indicators
Expert
Agents
Expert
Agents
Expert
KPI
Expert
KPI
Expert

Languages

Arabic
Expert
English
Expert