Quality Assurance Manager MEA
Uber
مجموع سنوات الخبرة :9 years, 0 أشهر
● Managing the Center of Excellence Quality Audit Processes and managing a team of Quality Auditors performing quality assurance audits.
● Performing root-cause analysis on some specific customer issues to understand what we can do better and improve customer support
● Liaise with Uber internal teams in the different markets supported by the Center Of Excellence in order to give feedback on what processes can be improved in order to increase the quality of our support
● Liaise with the Center Of Excellence internal management teams in order to provide feedback on Agents Performance and help provide coaching to increase their individual performance
● Liaise with our external provider teams (BPOs) to provide feedback on their teams performance, and create sets of recommendations to improve the performance of their agents
● Liaise and report to the Product teams based on the root-cause analysis results to surface product issues and create sets of recommendations on product improvement based on customer’s feedback
● Create and update reports to provide insights to other teams in the business on what is causing customer pain and how we can improve the product experience
● Process excellence MEA POC
● Manage a team of 14 content coordinators who develop internal and external support content
Khaled Al-Naggar
● Lead weekly sprint meetings with the line of business managers to identify and prioritize top tasks
● Serve as primary POC for the line of business managers; develop strong working relationships with
internal stakeholders
● Coach, mentor and develop staff, including overseeing new employee onboarding and providing
career development planning and opportunities
● JIRA Task management: stay on top of content requests within JIRA Kanban board; ensure tasks are
assigned in a timely manner, old tasks are cleaned out, tasks correctly labeled to ensure proper
data collection
● SLA tracking: ensure all tasks stay on track to meet deadlines; re-allocate team resources to meet
deadlines; liaise with stakeholders to manage expectations and re-prioritize as necessary
● Weekly reports: send weekly summary emails (including JIRA dashboard read-out) to stakeholders
with an update on progress and priorities
● Conduct quality checks on the team's output to ensure correct procedures are being followed
● Develop continuous subject matter expertise on content best practices, and develop proficiency in
LOBs
● Assist with coordinator hiring/onboarding/training: assist in training and development of new
content coordinators as needed
● Assist with ad-hoc projects and continuous improvement initiatives as needed
- Quality & OpEx strategies: Defines and develops Quality and Operational Excellence (Q&OpEx) strategies in line with ABB Q&OpEx strategy, and supports their local adoption and deployment to accelerate the rate of operational improvement across the entire value chain.
- Organizational goals: Works with local management team to set coherent and aligned Q&OpEx priorities and targets across the entire value chain, monitor progress, analyze Q&OpEx Key Performance Indicators (KPIs) and act on deviations from targets.
- Improvement capability: deploys the standard quality improvement approach (i.e. 4Q) within all areas of the local organization to continuously improve business practices and performance.
- Management systems: Ensures the local organization has an effective structure that addresses Quality, Occupational Health & Safety, Environmental practices within the operation, People leadership and development
- Leadership: Guides, motivates and develops direct and indirect subordinates within HR policies, for the benefit of both ABB and the employee.
- Drives application and development of group-wide best practice frameworks across the entire value chain to embed a culture of excellence in operational performance.
- Developing, documenting and maintaining work and process flows
- Capex management
- Carrying out Loss Analysis and the RCA elimination
- Spotting and driving change strategies, launch cultural transformation and monitor the value of changes
- Design and implementation of material handling equipment, tooling, equipment and fixtures needed and
estimating labour and process times required
- Creation & maintenance of standard operating procedures (SOP) for manufacturing processes
- Working on productivity improvement schemes, Utilization, & Efficiency.
- Track resources and identify product development throughput via bottlenecks exploitation.
- Layout design and implementation
- Investment management, Machines installation & Commissioning.
- Costing evaluation for make/buy decisions & Routing
- Product Launching, setting Manufacturing BOMs as well as industrialization of localised products.
•Manages and executes local investment projects in the plant and also supports plant continuous improvement projects.
•Conducts project delivery process assessments and coordinates follow-up actions.
•Support the Quality, Cost, Delivery, Safety, Morale principles, line start-ups & responsible for the realization of productivity.
•Value stream mapping leader.
•Develops strong technical network with engineers and technicians.
•Leads kaizen events, coordinates and/or executes specific skill training for blue collars.
•Continuously challenges the status quo understood as a day-to-day activity in the plant.
•Know, understand, enforce and comply with Schneider's production system.
•Supports functional departments in defining standard work, process measures and methods for daily continuous improvement
Outline of key duties and responsibilities:
Applying Reverse engineering on home appliances.
Designing and validating designs of gadgets.
Designing the layout of the production lines with respect to lean manufacturing.
Member of the installation team.
Outline of key duties and responsibilities:
Review and update project tasks.
Applying problem solving in different development deliverable.
Collate data generated from different collaborators
Help in validating different Graphical User Interface development.
Work as a team member within a project.
Lean-Six Sigma Black belt ladder program, The American University in Cairo. DMAIC Value stream mapping Kano model Problem solving technique Process improvement