Quality Assurance Executive
Raya Contact Center
Total years of experience :5 years, 11 Months
• Identify, implement and evaluate adequacy of quality assurance
and standards.
• Monitor either remotely or on a recorded basis and evaluates
agents, team leaders & Trainer’s performance (script, data,
process consistency, product knowledge and behavior) for all
transactions to ensure quality of service.
• Conduct all verification processes (Calibration, Quiz, test, and
certifications).
• Ensure the accuracy and consistency of all knowledge related
briefings and refreshment sessions.
• Identify failures and potential failures to recommend action
plans, preventive actions and communicate results with the
concerned management.
• Identify training needs such as refreshment sessions to meet
quality standards.
• Support and advice project’s stakeholders in all issues relating to
quality compliance.
• Handle all reporting related tasks and generate frequently
figures reports that reflects the operational performance
Raya customer Experience(KFG Kuwait project), Egypt
• Act as a front-line interface with customers.
• Responding to customers over the phone and resolving their
inquiries.
• Submitting customers orders on system.
• Handling customers complaints.
• Handling outbound survey calls.
• Mentor and support new employees.
• Meeting service level in handling all transactions measured
through productivity reports.
Faculty of languages, , English department