Quality Assurance Section Head - Senior Manager
BANQUE SAUDI FRANSI
Total years of experience :23 years, 3 Months
MAJOR RESPONSIBILITIES
Branch Control Unit
Arranged Business Scope of services.
Administrative plan acquiring Attendance and accuracy with punctuality.
File control to assist and service the business objectives
Branch Observations - Task Force
Auditing Branch Tasks if there is any missing in their daily processing.
System Security & environmental Security observation to maintain safety.
Code of conduct is part of maintaining their functionality.
Checking the cash in the cash operation room.
Call center GM
- إدارة الكوادر البشرية
- وضع خطط لخدمة العميل بالشكل المطلوب
- متابعة ميزانية القسم
- تطوير أنظمة المركز لتسهيل التعاملات
- تهيئة التقارير اشهري والربع سنوي والسنوي
• Monitoring CSR calls to trace miscommunication.
• Full weekly report showing Agents Activities and Performance
• Training New Agents how to give faster processing while creating Service Requests.
• Floor layout dividing Units to inlay processing flow.
• Arranging Use Acceptance Test for IVR and Internet Banking \[Online Banking\]
• Performing screenshots on Plasma TV News bulletin.
• Giving the Exact Quality needed to have a mature Contact Center Department.
• Insuring consistency CSR's Agents to maintain Quality.
• Giving greetings for the best CSR call handler of the month.
• Arranging MIS Reports for Daily, Weekly, Monthly Business Letter.
• Arranging minutes of meetings for the Contact Center Committee Gathering.
• Direct contact with other departments to finalize Urgent Service Requests to be closed.
• Arranging points to calculate the behavior of CSR Agent \[Attendance - Coming later - Left Early - Absence - Using the cellular phone during duty hours - Vacation - number of calls\].
- UAT of the Banks Web Tadawul & Retail Services.
- Connection troubleshooting handling.
- Extra enhancements on retail Feathers.
- Web developing design.
- Following up Service Requests from Branches, Call Center.
- Message Center feedback online, Templates & Standard common Questions feedback.
- Responsible of Banks SMS.
- Coordinating with IT Support for any malfunction to be fixed.
- Weekly, Monthly Reports Are handled through me.
- Translating Banks Production Retail Site.
-Tutorials & Organizing Steps of KYC.
-Introduction of AlBilad Bank (Islamic Procedure).
-Siebel Financial Services UAT and integration Developments.
-PC Backup and IT connections of CTI visual runtimes.
-Certificate in Telephone Banking Security Awareness Workshop.
-Siebel’s User Manual steps of Program Usage to assure Proficiency.
-Siebel’s communicate with other valuable Programs to serve properly.
-Auditing - Policies and Business Procedures was accomplished.
-Training Agents how to Communicate under Stress.
-Allowing acceptations toward Agents who’ve achieved.
-Speech Performance English wise the ability to Serve Correctly.
-Helping other sections the continuance of Business Teamwork.
(Call Center - Back Office Supervisor)
-Application Processing.
-Internet Banking Contact Administrator.
-Data Entry to insure Customer Quality.
-Voiding Troubleshooting to expend better service.
-Pending Killer, Fast Action.
-Communicating online TELEX with Visa International to proceed with VISA/Master Card Transaction.
-Enabling necessary programs on Agents terminals so they can assist incoming calls from clients.
(Customer Service Representative)
-Credit Cards Agent.
-Priority (Elite & Privilege Clients).
-Authorization, Campaigns, Telex Contact, Fax Following Up.
- Arranging PC LAN Connections
- Promotion, marketing on the Net to gain more Customers.
Motivating Customers buy teaching them free lessons (how using the internet).
- Network Selection Workgroup.
- Coffee Maker, Janitorial, Accountant.
- Giving Offers and Promotions.
- Extra Time: a PC Engineer.
GPA 3.66
