Ola Natour

• Establishing, implementing, and maintaining the quality management system and
Recommending Program improvements and enhancements.
• Set up of clear SMART objectives of the business plan based on the mission
and vision of the organization

• Design of the Balanced score cards and cascading them to the individual level and at the same
• time assuring best resources utilization

• Development and application of new quantitative, qualitative tools and techniques to enhance
effectiveness of evaluation & assessment
• Review of the organization action plan and KPIs, to insure the activities, targets and KPIs reflect the organizational strategic targets and suggest changes
and amendments accordingly
• Gap analysis for the actual and desired KPI for INJAZ' main objectives.
• Development of proper corrective and preventive actions
• Monitoring and evaluation of the quality of programs and trainings delivery through
different assessment tools
• Measurement and evaluation of INJAZ impact on beneficiaries through
internal and external analysis and other studies

• Staff advisory for the preparation of results frameworks, performance monitoring
and evaluation plans for programs, including indicators and data collection measurement tools
• Development and reporting on divisional indicators as they relate to the organizational
Strategic plan and mission.
• Conduction of trainings to improve the capacity of field staff in the M&E area, to design
, analyze and use data for decision making.

Required results of the program
• Planning and designing training delivery models and assessments for the different
Programs INJAZ provides

• Donor-required evaluation and M&E donors’ applications
• Design scopes of work, methodologies, time lines, products and deliverables,
and manage external consultants.
• Aid plans for human resources management and personnel management for Organizational

culture building and employees coaching

Research &Consultancy in mainly the following:
-Restructuring
-Job Levelling, Job descriptions and career path
- Customr Service and contact centers operations and procedures
- Customer service policies
- Customer service trainings
-Business planning
-Trainings
-Recruitment
-Process Design and Enhancement
-Appraisals and development plans

Participatory and Interactive Training-Trainer :
Mainly the following fields

-Customer Service (Face to Face, Call Center, Helpdesk…)
-Team Management
-Leadership Skills
-Coaching
-Training of Trainers
-Interpersonal Skills and Communications Skills
-Emotional Intelligence
-Quality Service Monitoring and Evaluation
-Creativity
-Business Correspondence
-Telemarketing and Telesales
-Competency Based Interviewing
-Performance Management
-Balance Scorecards and KPIs
-Team Building
-Process design and management



Private Tutoring: Math & Physics(Arabic & English)

Responsible for the operational planning, strategic planning and execution of Cisco
TAC departments at Estarta Solutions.
Leading Cisco TAC plans to maximize performance, in addition to strategic & expansion
Planning. As well as growth planning, and overseeing the financial aspects of the
business, budgeting & Cost Management for Cisco TAC, as well as human resources
development and career paths at TAC.

Responsible for the development functions at INJAZ, that is: Development of Programs
And curricula, development of and implementation of the Quality management
System at the organization, including processes, procedures, organizational
Performance and Monitoring & Evaluation and impact evaluation activities.
In addition to the Reporting and information and communication function

• Set up clear SMART objectives of the business plan based on the mission and vision of the firm
• Assess market and local trends and oversee opportunities and potentials to grow business
• Conducting market research, and supervising the information gathering activities throughout
the life of the business(Competition intelligence, customer satisfaction, loyalty, retention….)
• Set up of the business model and follow up of the implementation of it while assuring
both qualitative and quantitative targets are clearly set and comprehended by all concerned
• Design of the Balanced score cards and cascading them to the individual level and at the same
Time assuring best resources utilization
• Design and set the procedures for sales and partnerships leads, follow and archive of leads,
Categorization and flags and alerts for client and partner interests
• Aid plans for human resources management and personnel management for
Organizational culture building and employees coaching
• Performance management, design and implementation of performance appraisals
and reward schemes
• Designing and setting Processes and policies
• Job Levelling analysis and studies, creating job descriptions and job roles
• Setting KPIs, Targets and creation of both departmental BSC and individual BSC
• Training needs assessment
• Training roadmap planning and budgeting
• Planning and delivering training programs for the entire group
• Career management and career development plans; development and implementation
of career paths
• Design and implementation of reward and recognition schemes

Main Responsibilities:
Responsible for the following main Responsibilities of a department consisting of over 140 employees

• Recruitment: CV screening, Interveiwing, Selection and probation period assessment
• Designing and setting Processes and policies
• Job Levelling analysis, creating job descriptions and job roles
• Setting KPIs, Targets and creation of both departmental BSC and individual BSC
• Strategic planning and business plans
• Creating consistent Balanced Score Cards to track and manage performance
• Planning and delivering training programs for the entire department and cross functional
with other departments
• Training needs assessment
• Training roadmap planning and budgeting
•
• Building Incentive/commission plans and reward schemes for performance enhancement and
employee loyalty and Satisfaction
• Designing and implementing career progress plans /career paths and career maps
• Resource planning and resource utilization analysis

• Responsible for the quality of service delivered by the Customer Advocacy department,
by setting improvement/correction and contingency plans
• Monitoring and evaluating Performance, Project implementation and Action plans
• Preparation for Internal Audit
• Setting Development plans
• Designing and implementing customer satisfaction and Mystery caller plans
• Studying the feasibility of internal projects and setting business models and business cases
• Budgeting and forecasting

Responsible for the contact centre operations and employees that consists
of over 100 employees working on shift basis
Management of the contact centre included but not limited to:


Personnel management: Recruitment, Performance, Vacations, relations, Policies
Concerns…
• Recruitment: CV screening, Intervewing, Selection and probation period assessment
• Performance management
• Scheduling of the contact center staff on shift basis to serve business objectives
• Monitoring and evaluating Performance, Project implementation and Action plans
• Appraisals: Preparation and implementation of the appraisals for employees
• Designing and setting Processes and policies
• Designing and implementing career progress plans /career paths and career maps
• Setting Development plans
• Building Incentive/commission plans and reward schemes for performance enhancement and
employee loyalty and Satisfaction
• Operations follow up and enhancement(systems and processes)

Responsible for the quality of service delivered by customer service
Quality Assurance action plans
Coaching and training
Corrective action plans
Design of Customer satisfaciton surveys and action plans
Design of Mystery caller surveys
Performance monitoring and evaluation