Quality Assurance Manager & COPC Internal Auditor
Etisal international Co, at Zain KSA outsourcing project.
مجموع سنوات الخبرة :15 years, 1 أشهر
1. Quality Assurance Manager & COPC Internal Auditor. (Nov, 2011 till Now).
2. Quality Assurance Senior Specialist. (July, 2010 till Nov, 2011).
3. Quality Assurance Specialist. (July, 2008 till July, 2010).
2. Projects:
1. Zain KSA Telecom Company.
2. Mobily KSA Telecom Company.
3. Etisalat Egypt Telecom Company.
4. Other Projects (Microsoft Gulf, Novartis Pharma, Artoc Auto).
3. Responsibilities:
1. Planning the QA tasks required. 2. Ensure that the definition of quality is understood and internalized by the employees. 3. Define quality propose & draw the framework of the team. 4.Communicate with the clients & assuring their requirements are processed. 5. Design, implement & review the required process & assuring its capability. 6. Analyzing the customer feedback & voice of the customer “VOC”.
7. Enhancing the level of quality & mitigating the cost of poor quality “COPQ”. 8. Supervise and direct all aspects of total quality management “TQM”. 9. Deploy new tools and/or enhancements to existing processes for the most efficient operations of the Teams/Departments and Company as a whole.
10. Report the call center quality performance to the operation management on the program level & for allover entity.
11. Designing & deploying the action plan for enhancing the quality performance on the program level & for allover entity.
12. Analyzing and applying international standards and techniques to the Etisal international quality system such as QMS ISO-9001 & COPC. 13. Follow up on all findings of internal audits (planned and ad-hoc) and ensure that the required corrective & preventive actions have been established where appropriate.
14. Conducting statistical analysis techniques to analyze the efficiency of Etisal Egypt operations and identify improvement opportunities through using the appropriate statistical tools & techniques like Six Sigma using DMAIC approaches.
15. Providing supervisory assistance in receiving inspection & calibration when required.
1. Titles:
1. Business analyst in the corporate risk operation management.
2. Team leader for corporate collection off board team.
3. Corporate collection representative.
4. Corporate complain & back office representative.
5. Training department support.
6. Senior customer care representative.
7. Inquiry desk & technical support representative.
8. Customer care representative in Vodafone Egypt call center.
2. Project:
1. Vodafone Egypt Telecom Company.
3. Responsibilities:
1. Call center representative for lots of segments such as:
Outbound & Inbound queues.
Core & Medium value customers.
High value customers.
Premium value customers.
Night shift support.
2. Call center inquiry desk & technical support representative.
3. Responsible speaker in dealing with Customer Care - Communication Team in implementing & updating Vodafone inquiry application - “Es2alny” - For six months.
4. Training department support.
5. Responsible speaker in dealing with Proserv Express Service Company.
6. Corporate complain & Back office representative.
7. Corporate collection representative in the account management department at the Risk Operation Management.
8. Handling corporate collection issues.
9. Investigating & solving bill problems.
10. Dealing with collection payment methods like: Visa & Master cards, online payments, CRM…
11. Dealing with approved banks like: Misr bank, Cairo bank, City bank…
12. Follow up with the customers for collecting pending payments.
13. Dealing with the authorized persons of the corporate accounts in order to collect & reduced the amount & value of bad debit.
14. Preparing the required business analysis in order to be presented for the high level management in Vodafone Egypt as the risk operation management.
15. Attending the user acceptance test - UAT for launching the new projects, system, services & products.
16. Business analyst in the corporate risk operation management.
Marketing executive & Sales representative in International Co, for Real Estate
Investments & Constructions from Jan-2006 till Sep-2006.
LSSBB – Lean six sigma black belt, The LSSSA - USA.
MBA - Maser of Business Administration, ESLSCA (Undergraduate).
A. Certificates: 1. MBA – Master of business administration in the global business at ESLSCA. (Undergraduate). 2. LSSBB – Lean six sigma black belt, The LSSSA - USA. (Undergraduate). 3. Certificate of attendance in PMP - Project management professional, PMI - USA. 4. TQM- Total quality management in the Egyptian organization for standards and quality, EOS. 5. Business planning, Small projects preparing & Project management diplomas certified from Oxford college training center – UK. 6. HR & Marketing diplomas certified from Resala foundation. B. Courses: 1. The American language course, conversation levels in the Ministry of defense language institute – MODLI. 2. Leadership, business & soft Skills training course from Preparing Leaders Institute in Helwan. 3. Problem solving training course in Etisalat co. 4. Bank Accounting training courses from The Nile Bank. 5. Petroleum accounting training course from Misr Petroleum Co. 6. ICDL, MS - Office Automation, PC maintenance & IT Essentials II Cisco Network Academy®.
Bachelor of Commerce, Ain Shams University. Classification: Accounting. Date of Graduation: May (2005).