Quality assurance specialist
ECCO Gulf
مجموع سنوات الخبرة :13 years, 10 أشهر
Quality assurance specialist
Barwa Bank contact center Project / ECCO Gulf - Doha
o Call Center Duties:
I. Monitor all types of End-user transactions.
II. Coach errors (non-critical and 1st critical errors) made by CSRs, as well as recognition for CSRs with 0 error.
III. Create and update knowledge base for new and existing accounts.
IV. Provide reports of QA results per transaction on a regular basis.
V. Investigate and respond to complaints generated from End User Satisfaction survey.
VI. Extract calls upon clients’ request/s and/or any End User complaints.
VII. Communicate with TL to enhance the quality and performance agents.
VIII. Evaluation certificate for new agents.
IX. Manage and communicate the monitoring sample size.
X. Provide orientation package, customer service, technical training and training facilities.
XI. Report class performance after training class and document test scores.
XII. Responsible for OJTs (On the Job Training).
XIII. Assessing new trainees after the training and regularly check and develop their knowledge.
o Bank Duties:
I. Supporting as a second level of support for customers’ inquiries & complaints.
II. Handling customers’ requests, inquiries and complaints through Barwa Bank web portal.
III. Cascading technical and knowledge training to the new CSRs.
IV. Handling corporate users’ requests through the corporate web portal.
V. Handling customers’ requests, inquiries and complaints through the bank public e-mail.
VI. Following up with the bank departments and branches for the customers’ claims
VII. Receiving new products training.
VIII. Cascade new products training to the call center staff.
IX. Preparing, handling and processing remittances requests.
X. Handling Fraud Suspected Transactions over (Credit/Debit) cards.
Team Leader
McDonalds Delivery call center (MDS) Project / ECCO Gulf - Doha
I. Managing the call center daily / weekly / monthly issues / Escalations with the intend of providing solutions resulted by customer retention / satisfaction
II. Scheduling the call center headcount based on a considered forecasting to maintain the project coast and achieve the planned goal of both revenue and SLA
III. Create and developed a daily /weekly /monthly reports which can show the call center progress and areas of development can be achieved
IV. Established the project recruitment plan with the qualification required for the position
V. Provides statistical and performance feedback and coaching on a regular basis to each team members
Team Leader
Ezdan Maintenance and hotline call center Project / ECCO Gulf - Doha
I. Managed and created the project processes and work flow.
II. Initiated the process of collecting the project knowledge and agreed process and applying the outcome as a new knowledge base
III. Leading and motivating the project members and encourage teamwork
IV. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
V. Provides statistical and performance feedback and coaching on a regular basis to each team members
VI. Responds to and resolves employee relations issues expressed by team members
VII. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
VIII. Addresses disciplinary and/or performance problems according to company policy
ECCO Gulf, Barwa Bank project as a customer service
representative responsible for receiving inbound calls with the intent of providing
information about the bank offers, apply the actions requested by the customer on
their account escalating the customer problems
o Starting in the COMED Q support responsible for receiving inbound calls and providing a high level of customer service satisfaction, Handle incoming calls with the intent of providing customer satisfaction and retention.
o Moving to be a technical support in the hotline Q responsible for supporting and managing members off the team.
o Blended Q supporting number of different Q’s such as
i. VFCC Corporate SME Team(small & medium entities ):
Responsible for receiving the authorized person requests, solving the accounts problems, adding and removing features on the account and providing a high level of customer service satisfaction
ii. VFCC Corporate MNC EU Team (Multinational end user ):
Responsible for handling the multinational company’s end users inquires
iii. VFCC ADSL team:
Responsible for solving the technical problems and the billing issues for the ADSL service.
iv. VFCC Back Office Team:
Responsible for migrating the corporate accounts between the different rate planes and activating the requested services from the owner side.
v. VFCC Corporate Activation:
Responsible for activating the new corporate accounts, individual’s new lines & the SIM swap process.
o Credit Management, Consumer Activation team responsible for handling the process of activating and deactivating and converting the postpaid lines
o Risk management team (activation team) handling the process of the postpaid lines activation and delegating for the floor activity ( service level, productivity reporting and system escalation to the concerned parties )
Starting in the COMED Q support responsible for receiving inbound calls and
providing a high level of customer service satisfaction, Handle incoming calls with
the intent of providing customer satisfaction and retention.
o Moving to be a technical support in the hotline Q responsible for supporting and
managing members off the team.
o Blended Q supporting number of different Q’s such as
i. VFCC Corporate SME Team(small & medium entities ):
Responsible for receiving the authorized person requests, solving the
accounts problems, adding and removing features on the account and
providing a high level of customer service satisfaction
ii. VFCC Corporate MNC EU Team (Multinational end user ):
Responsible for handling the multinational company’s end users inquires
iii. VFCC ADSL team:
Responsible for solving the technical problems and the billing issues for the
ADSL service.
iv. VFCC Back Office Team:
Responsible for migrating the corporate accounts between the different rate
planes and activating the requested services from the owner side.
v. VFCC Corporate Activation:
Responsible for activating the new corporate accounts, individual’s new
lines & the SIM swap process.
o Credit Management, Consumer Activation team responsible for handling the process
of activating and deactivating and converting the postpaid lines
o Risk management team (activation team) handling the process of the postpaid lines
activation and delegating for the floor activity ( service level, productivity
reporting and system escalation to the concerned parties )