Quality Assurance Specialist & Trainer
malomatia
Total years of experience :16 years, 0 Months
Quality Assurance Specialist
Monitor Product Support Agents calls and review emails for accuracy of information
and call handling standards.
Ensure that Product Support Agents are delivering a high level of customer service.
Verify that agents are providing accurate solutions to customers.
Record evaluations utilizing departmental quality monitoring forms.
Deliver coaching feedback to agents on call and email performance.
Provide Supervisors and the Manager with regular performance feedback on the
agents.
Prepare and analyze quality reports for Management review.
Participate in the design of quality monitoring forms and quality standards.
Primarily in-office support of clients and support agents, with some travel as needed.
Able to work extended hours when required.
Able to sit or stand for frequent periods in the same location with some opportunity
to move about.
Created Contact Center Knowledge base for (Katara, Qatar Rail, Supreme Council
of Education and Ministry of Finance) Projects.
Trainer Specialist
Conduct training on Soft Skills, Technical and Knowledge.
Design, develop, maintain and recommend changes to training and reference
materials for use in the department’s training to gain efficiency and productivity.
Recommend training requirements from analysis provided by Quality Assurance.
Document and maintain detailed policies and procedures for department processes.
Monitor and record performance of trainees to ensure understanding of material
Evaluate employee performance prior to and after completion of training;
recommends necessary additional training.
Responsible for Hukoomi, Katara, Qatar Rail, Supreme Council of Education and
Ministry of Finance Projects.
Created MICT SM Service Guide 1.0
Created MICT SM Back-end Service Guide 1.0
Created Malomatia Contact Center Soft Skills Training Material 1.0
Created Malomatia Contact Center Induction Presentation 1.0
Other duties and special projects as assigned.
Other Duties assigned:
HR Recruitment specialist
Obtain full briefing of roles.
Create a recruitment strategy to meet the needs of Malomatia.
Advertise vacancies by drafting and placing adverts in a wide range of social media,
for example Facebook & other websites.
Headhunting - identifying and approaching suitable candidates who may already be
in work.
Receive and review applications, manage interviews and tests and create a shortlist
of candidates for the client.
Brief the candidate about the responsibilities, salary and benefits of the job in
question.
Do interviews for candidates as requested by the client.
Conduct phone interviews and face to face interviews.
Organize interviews for candidates with the client.
Review recruitment policies to ensure effectiveness of selection techniques and
recruitment programs.
Project Manager
Hamad Medical Corporation (Contact Center Project)
Ministry of Environment (Contact Center Project)
ICT QATAR
Answers phones and respond to user complains & inquiries.
Supports users Via mail.
Supports users Via Web-Chat.
Solves the technical problems of Hukoomi website.
Provides users with service information.
Identifies, researches, and resolves user issues using the computer system.
Enters customer information.
Completes call logs and reports.
Supports Hukoomi Project.
Created part of Hukoomi Material.
Supports E Learning Project.
Supports I Park Project as a second priority.
Supports TCP Project as a second priority.
Supports MBT Project as a second priority.
Supports ICT HD Project as a second priority.
Supports ICT Reception Project as a second priority.
Supports Malomatia Reception Project as a second priority.
Provide client support and technical issue resolution via ADSL.
Deliver CPE to customers.
Discuss the instructions to the customers as clearly as possible.
Provide training to clients in the use of system and applications as related to Internet.
Configuration of client’s equipment to connect to the Internet via ADSL Router.
Identify and advise on operational issues in client computer systems.
Hard worker, ambitious, self-motivated, Sociable, adaptable and capable to work in a group or individual according to the job requirements and highly communication skills.
•Answer phones and respond to customer requests.
•Provide customers with product and service information.
•Solve the technical problems of USB Modem or SIM to the customers
•Identify, research, and resolve customer issues using the computer system + Siebel application.
•Enter customer information.
•Research billing issues. Complete call logs and reports.
• Answer phones and respond to customer requests.
•Research required information using available resources.
•Handle and resolve customer complaints.
•Provide customers with product and service information.
•Enter customer information.
•Complete call logs and reports.
• Interview clients to determine what kinds of properties they are seeking.
•Prepare documents such as representation contracts, purchase agreements, closing statements, deeds and leases.
•Act as an intermediary in negotiations between buyers and company.
•Promote sales of properties through advertisements, open houses, and participation in multiple listing services.
•Coordinate appointments to show homes to prospective buyers.
•Advise clients on market conditions, prices, mortgages, legal requirements and related matters.
•Review plans for new construction with clients, enumerating and recommending available options and features.