Quality Manager
Avis Budget Egypt - Ezz Elarab Automotive Group
Total des années d'expérience :18 years, 1 Mois
• Develop and implement quality management strategies across the organization.
• Develop and manage quality control processes and procedures.
• Set quality objectives, benchmarks, and performance indicators.
• Establish and maintain quality standards and procedures.
• Oversee quality audits and ensure compliance with industry regulations.
• Preparing and implementing quality assurance policies and procedures.
• Provide leadership and guidance to the quality team and promote a culture of continuous improvement.
• Collaborate with other departments to implement quality improvement initiatives.
• Interpret, build upon, and comply with company quality assurance standards.
• Carefully maintain complaint and nonconformance processing through records. and tracking systems, including root cause and corrective actions.
• Document quality assurance activities with internal reporting and audits.
• Develop new standards for service and with improvements as needed and create testing protocols for
implementation across all service lines.
• Identify training needs and take action to ensure company-wide compliance.
• Observe Sixt Service and communication guidelines supervise all department managers.
• Train rental agents on reservation and customer service guidelines when taking calls, receiving complaints.
• Create Reservations.
• Communicate with customers.
• Submitting offers and proposals to customers.
• Highest customer satisfaction by providing the best service.
• Fast and professional response to customer’s complaints and requests.
• Advice customers (vehicle types, GPS Systems, Prices, terms & Conditions, etc.)
• Support customer acquisition by advising customers of corporate programs, loyalty programs.
• Perpetual improvement of the processes in all car rental business areas.
• Developing quality measurements and targets.
• Provide training for Sixt staff.
• Identify and assess future and current training needs through job analysis, career paths, annual performance
appraisals and consultation with line managers.
• Draw an overall or individualized training and development plan that addresses needs and expectations.
• Deploy a wide variety of training methods.
• Conduct effective induction and orientation sessions
• Monitor and evaluate training program’s effectiveness and report on them.
• Detection of aberration and causes of error as well as the setting in motion of corrective actions for the
prevention of error recurrence.
• Provide opportunities for ongoing development
• Resolve any specific problems and tailor programs as necessary
• Maintain a keen understanding of training trends, developments and best practices.
Training & Market Study.
*Responsible for greeting customers and responding to service issues, optimizing sales and utilization through
employee coaching and training, tracking fleet and inventory,
coordinating lot movement and preparing reports.
*Supervises Rental sales agents, Return Greeters and Service
Agents
Description: • Greet and engage customers, supervise, coach, train, schedule and evaluate personnel, recommend personnel actions and respond to
employee relations issues.
• Resolution of customer service issues directly, by phone or emails in accordance with company standards
• Coordinate and direct lot movement, resolve congestion issues, Track and log fleet inventory, review and compile reservation numbers for daily
fleet, rate and rental plans
• Prepare and review various reports, including location performance, sales,
inventory forecasting, reservation, rates, overdue and due back, fleet
maintenance. Recommend or initiate associated actions.
• Ensure that the station and facilities are staffed, stocked and up to standards.
• Maintain a high level of Moral and lead by example.
• Perform related responsibilities as required or assigned.
*Dealing with customer rentals making sure the vehicle are serviced and in a good condition he communicates with the rental agents & drivers.
Description: • Supervision and controlling greets all customers.
• Full responsibility for the fleet station
• Supervision on the station devices.
• Full responsibility for Documentation.
• Ensure a pleasant, smooth and efficient handling of the rental processes for each customer.
• Complete, review and submit various reports to area retail manager.
• Support team to minimize any wait time and provide the most efficient
service possible.
• Follow up cash (in & out) and retrieve amount of money collected during shift.
• Follow up and maintain information in operation software.
• Ensure the standard ECE text Msg. and follow up respond to customers'
inquiries, and Complains.
• Follow up Man Power (rental agents & drivers)
• Managing rented cars.
• Managing trips _Micro buses_ for companies, Institutions or schools & Individuals.
• Communicating with the clients
• Handling customer service enquires.
• Investigate and respond to customer queries via email or over the phone
Liaise with internal departments and external parties to investigate and
Recording client's data on the computer.
• Receiving customer's orders
• Provide customers accurate and detailed information about the product
we're selling.
• Marketing the products all over the Governorates
• Handling customer service enquires all over the Governorates. Investigate and respond to customer queries over the phone or in person.
• Receiving customer orders
• Handling customer service enquires.
• Investigate and respond to customer queries via email or over the phone.
• Liaise with internal departments and external parties to investigate
• And resolve customer issues
Faculty of Commerce, Cairo University, Egypt Bachelor's Degree
El Giza El Thanawia- Literary Section - El Dokki, Cairo, Egypt High School
