Regional Quality Manager
Careem
Total years of experience :17 years, 7 Months
Managing Careem CX quality strategy and implementation framework including global programs and regional plans
Defining and implementing the necessary QA processes, support structure and quality metrics in line with Industry best practices (e.g. COPC) that drive performance.
Drive global quality programs that identify key trends and actions that lead to measurable outcomes and improvements for in house Contact centers and outsourced Centers.
Collaborate with other shared services teams ensuring quality is an integral part of the continuous improvement framework in CX Operations
Drive, foster and influence a culture where quality is a core principle of CX operations and is advocated by all.
Ensuring QA team support CX Operational change management and PMO roadmap delivery appropriately, ensuring changes are adopted and sustained.
Develop business requirements, source and implement a leading quality management system to support the quality goals with improved analytics and reporting that drives clear actions and measurable results.
Managing and oversight Quality manager and Training team managers of Convergys, as well as account program manager
Deployment of Convergys CTQ’s (Critical to quality process) on-site and ensuring site compliance to Convergys’s QMS.
Ensure compliant DMAIC projects are rolled out for all site metrics missing targets, to recover those metrics.
Analysis, understanding and dissemination of the voice of the customer to calibrate teams with end user experience, and ensuring internal qualitative and quantities calibrations are creating alignment.
Successful training deployments for agents simultaneously being ramped on product specific training and culture/communication skills.
Managing feedback loop with HR to calibrate agent profiling, on language skills and pre training technical requirements. Creating testing with HR, and also calibrating different tools pass marks.
Training, development and certification of Convergys’s middle management layer.
Identify and analyze current programs and processes within the department that require quality improvement. Develop and implement improvements where appropriate.
Solicit constructive feedback from agents, team members, management and customers on an ongoing basis regarding procedures and processes within the department.
Provide management with information and feedback regarding quality of our services. Feedback should include suggestions of improvement.
Implement effective quality programs within the department, including delivering program results to the Business Director to share with customers.
Monitor and track progress and effectiveness of department quality projects.
Work with Operations to gather statistical data on quality performance by following documented processes that identify root cause and provide detailed measurable actions to ensure continuous improvement.
Create and revise training modules and Legend.
Assess New Hire curriculum materials and initiate required updates. Assist in the development of NPI curriculum.
Responsible for providing second level problem resolution for all incoming service inquiries and providing guidance to level 1 support professionals. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Also provide support to both internal and external customers and support professionals.
Responsible for provide support to Sirius XM customer to activate devices.
Explaining Billing issues to the customer and assuring the customer satisfaction.
Provide Technical troubleshooting for technical issues as a first line support.
Responsible for online orders for new customers or replacements devices to the existing customer.
Insure to provide SiriusXM customer correct information about the latest promotions and existing account and make sure to make payments for the customer.
Responsible for early engagement through the technical team with clients to evaluate their needs, build the proposal with the best efficient design and present it to help the sales teams secure the business.
Handling team to manage the projects cycle from initiation phase through procurement of material till the finalization and hand over to the client.
Conducting several functions such as creating and executing project work plans and revising them as appropriate to changing need and requirements part of the projects department and introducing it to the technical team for execution.
In charge of server administration and setup, database management, data analysis, operating system
Configuration, performance tuning, installation and migration.
Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels.
Ownership of the data entered into the customer relationship management system and appropriately updating both client and appropriate employees of status regarding all issues on a timely basis.
Handling technical team to Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
Ensure delivering Technical service with the team during the target service level, which is 24 hours.
Delivering the proper training to the company dealers through the company trainers
Ensure that the new customers or clients get the correct configuration for equipment through personal configuration or remotely configuration.
Configure software to connect to Internet application servers.
Provide the proper training to teammates to ensure company team well trained and delivering the customer satisfaction.
Identify and correct or advise, on operational issues to teammates through coaching and helping my team to solve the customer issues.
Develop a database of qualified leads through referrals, telephone canvassing, face-to-face cold calling on business owners, direct mail, email, and networking.
Designing impeccable brochures, giving oral presentations and organizing meetings with management and heads of division.
Played an active role in managing company related events and creatively collaborating display booths.
Deal directly with customers either by telephone, electronically or face to face and respond promptly to customer inquiries.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Perform creation of new accounts using company provided software tools.
Complete understanding of pricing and proposal models.
Maximize all opportunities in the process of closing a deal.
Sell consultatively and make recommendations to prospects and clients of the various solutions the
company offers to their business issues.
Perform customer verifications, process orders, forms, applications and requests.
Manage customers' accounts.
Keep records of customer interactions and transactions, record details of inquiries, comments and complaints.
Communicate, coordinate with internal departments and follow up on customer interactions.
Civil Aviation Academy, Cairo, Egypt June 2006 Qualification: Bachelor's of Science in Computer Science and Information systems.