Quality Assurance
Convergys
Total years of experience :20 years, 5 Months
Help call center representatives operate at optimal efficiency .
* Measure and gauge all activities of call center employees.
* Monitor phone calls to make sure call center employees are in compliance
with the rules and regulations of the organization.
* Responsible for making sure employees provide excellent customer service
when they are speaking with customers .
* Makes sure that call center employees give accurate information in a
courteous and professional manner .
* Provide training, coaching, feedback and assistance to call center
representatives to make sure they understand new policies and procedures.
Help and deliver customer experience to the agents to reach customer
satisfaction and first call resolution target.
* Lead agent to provide solutions adapted to customer issues.
* Calibrate with team managers/client to put our hands on inquires that may
affect work to find a solution and then deliver feedback to the agents.
* Provide a weekly scheduled follow up and escalation of agent progress.
* Give a monthly briefing on updates and new process to be followed.
* Records, listens, and evaluates technical calls for customer service
skills, technical skills, and policy and procedure adherence. Provide timely
and constructive feedback to Support Professionals.
* Coach the SP level customer Survey results for improvement of their CSAT
scores.
* Serve as the source of quality information and data for all areas and
employees within team
* Provide feedback and ideas to Quality Analysts Managers, ensuring
continuous improvement.
* Track and report the results of internal coaching scores and external results.
* Participate in and facilitate Client and Internal Calibration Sessions.
* Make recommendations for continuous improvement in programs and
processes.
* Consistently monitor accuracy of monitoring forms and legends.
* Provide coaching feedback and calibration sessions with technical leads.
* Provide at least four hours per month of customer or technical support
via telephone and other electronic mediums for an assigned product.
* Track quality data for Quality Analyst.
Professional Customer Support at Stream Global Services (French project
Deliver world class customer service and build CSAT and
loyalty.
* Strive for one-call resolution of customer issues
* Keep on positive and cooperative tone with both customers and coworkers.
* Respond to customer inquiries and requests and resolved issues efficiently
and professionally.
* Provide a follow up and escalation of customer queries.
basic skills such as color, shape, number and letter recognition.
Support students with emotional or behavioral problems and help develop their
social skills.
Prepare and present displays of students' work
Confer with parents or guardians, other teachers, and administrators to resolve
students' behavioral and academic problems.
Gained experience of teaching French as a second
the children how to recite the Qur'an in the right
way (Tajweed
• Serve as secretary to the assigned KG Supervisor; greet visitors, answer telephone, provide information.
• Prepare general correspondences, reports, schedules and purchase orders.
• Maintain filing system as required by supervisor.
• Take all necessary and reasonable precautions to protect students, equipment and materials.
• Answer questions, disseminate or explain information, take orders and address complaints.
• Take and record dictation for letters, report and other correspondence and to transcribe these notes into finished copy, depending upon position use word processing equipment and/or software applications on personal computer.
• Communicate with others, assimilate and understand information, in a manner consistent with the essential job functions.
• Answer correspondence as directed by supervisor.
• Organize schedules/meetings, & learn the administrative work as my Headmistress & know the reason of every action that she takes.
By the end of the year usually there is an Open Day for the parents to approach what we've achieved throughout the academic year, I'm responsible in that day of the Data Show (small representation at the computer using the power point/ movie maker programs which it shows the school parts, different photos for the kids doing different activities, inside the class, … ect.) I have my own copy and it's available upon request.
at the
same school (AIA
Help the kids to practice/ identify/ use the different
components of the computer, How to turn on/ off the computer in a proper
way, Write their names, Draw different pictures & save their work if they want
to & Substitute the absent teacher if they are in need.
Qur'an Teacher: at the same school (G.I.S
Art, Tour Guidance Department, French Section Faculty of Art