Quality Assursnce
Viva
Total years of experience :12 years, 0 Months
- Process analysist - step by step breakdown of the phases of a process, used to convey the inputs, outputs, and operations.
- Backend system testing - Work along with the Development Team to make sure that the changes introduced are tested properly with no chances of errors as well as providing regularly feedbacks.
- Communicates any problems or deviations from schedule to my line manager
- To manage the day to day quality delivery within the company
- Undertakes duties of a general nature, or additional tasks, that may be required from time to time by the company and line manager
- To proactively identify ways and tools to monitor and improve customer experience
- To identify innovative ways and tools to monitor and improve quality of services
- Promote the establishment and utilization of information sharing systems in order to learn and grow
- Records follow-up actions taken in accordance with data audited results
- Evidence of action plans and follow-up procedures implemented to rectify out of line situations
- Conduct random audit/analysis for Postpaid customer segment of invoices, lines, rates, tariffs, plans, usage, systems, and contracts resulting in cost reduction, proper invoicing and optimization of telecommunication systems
- Conduct random audit/analysis for Postpaid customer segment to make-sure no fraud activities, as per the policy of a company and how could the process be improved from time to time.
- Mystery shopping to make sure that the services standards are up to the mark and main purpose of this is for customer satisfaction
- Work in a fast-paced call center (or sometimes remote) environment to take incoming technical calls from customers.
- Analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues.
- Remotely configure and troubleshoot client's equipment or simply educate customers.
- Escalate the call to the next tier of support or arrange dates, times & access arrangements for a service call.
- Receive and handle requests for support, work to resolve requests, promptly escalates unresolved requests as appropriate.
- Maintain customer technical complains.
- inventory levels of IT support supplies and equipment.
- Give direction and lead resolution efforts for customer complain through the troubleshooting for their network, phones, router .. etc.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Follow up and make scheduled call backs to customers where necessary;
- Redirect problems to appropriate resource
- Follow standard processes and procedures
- Managers perform job tasks.
- Ensure client satisfaction with an organization's product or service.
- The Primary point of contact for a client and customer
- Directing and controlling the processing and fulfillment of orders, fielding customer inquiries, and resolving customer complaints.
- Develop procedures, establish standards, and track shipments to ensure that delivery occurs timely.
- Work with logistics, transportation, sales, and other departments for coordination purposes.
Diploma in Insurance Bahrain Institute for Banking & Finance, Jan 2011
Bachelor of Information Technology/ Information System University of Bahrain, June 2010