Training & Quality Manager
Rocket Internet- JUMIA Egypt
Total des années d'expérience :16 years, 5 Mois
• Drawing up a training plan
• Managing budgets
• Producing materials needed for training
• Working with training providers to develop suitable content for the courses
• identifying training and development needs within the account through job analysis
• Implement the hiring and interviews process according to the candidate profile required for the job
• Define all the tests required in the hiring phase
• Provide a new Hire training material and develop training methods
• TTT session to the potential trainers
• Implement all the quality monitoring process
• Develop new quality check list according to VOC collected from customers feedback
• Identify any knowledge gaps or skill gaps to be covered in a recursive training for bottom performers
Current Employer: STREAM Global Services - Egypt, from December 2011 till Present.
Job Title: Quality and training Team Manager for - Microsoft (PA/Cs/TS)
Responsibilities: • • Meeting the targets and overall account KPIs
• Establishes a clear course of action plan depending on DMAIC analysis which is designed to achieve long / short-term goals in order to achieve objectives
• identifying training and development needs within an organization through job analysis
• Manage and train QA Analysts who monitor, give feedback and score Contact Center calls.
• Conduct regular calibrations with QA Analysts and Supervisors from all Contact Center teams.
• Help fill the role of QA Analyst on an as needed basis.
• Manage QA monitoring tool, Customer Service scripting tool, and Contact Center’s knowledge base tool
• Encourages and influences the team through a persuasive approach to rectify under performance and drives high performance for the achievement of a right course of prompt action and discipline.
• Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization
• designing and developing training and development programs based on both the account's and the individual's needs
• Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement
• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
• Analyze training needs to develop new training programs or modify and improve existing programs.
• Prepare training budget for department or organization
Current Employer: STREAM Global Services - Egypt, from August 2010 till November 2011.
Job Title: Team manager for - TomTom Account (Non-Voice Technical support)
Responsibilities: • Ensure all individuals in the team and the team itself accomplish performance objectives and measures by motivating them to perform better in order to consistently meet / exceed all targets
• Improves and maintains the quality of customer service
• Motivates the team to work together by creating a sense of creativity and collective responsibilities in order to achieve common goals
• Establishes a clear course of action plan depending on DMAIC analysis which is designed to achieve long / short- term goals in order to achieve objects
• Encourages and influences the team through a persuasive approach to rectify under performance and drives
high performance for the achievement of a right course of prompt action and discipline.
• Practicing and ensuring compliance with that of all the organization's policies
: STREAM Global Services - Egypt, from August 2010 till November 2011.
Job Title: Team manager for - Expedia Account ( customer support)
Responsibilities: • Attending, following up and resolving customer complaints and questions.
• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Carrying out performance measurement, monitoring & evaluation of all agents/operators to improve efficiency.
• Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can
use all lists as required.
• Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
• Preparing & directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
• Practicing and ensuring compliance with that of all the organization's policies and procedures
Previous Employer: C3 - Contact Center - Egypt, from November 2006 till April 2008.
Job Title: Tele Marketer (Selling products & services along with inbound customer care)
Previous Employer: TRAVCO Travel Company - Egypt, from October 2005 till October 2006.
Job Title: Tour Leader
University Degree: Bachelor of Mass Communication University, Faculty: Cairo university Department: Public Relations & Advertising Duration/Graduation: 2001-2005
Secondary School: General Secondary Certificate, (Lycée La Liberté), Heliopolis Duration/Graduation: 1998-2001 Total Score: 97.2% (Ranked First)