Quality Analyst
Noon.com
مجموع سنوات الخبرة :13 years, 10 أشهر
Created new team induction onboarding program (which improved speed to
competency) by 3 weeks.
SME for the Social Media team, managing quality output for 37 agents, achieving
a Quality improvement score of 92%.
Quality Spoc for L&D steerco, calibrated on several projects to improve hiring,
induction training, and professional growth of all employees (circa 1200 FTE).
Governed monthly audits to ensure all communications channels are kept up to
date with the most relevant information within a 24hr SL for all communication
channels.
Achieved green scorecard for entire tenure: daily audit target 92%, Audit the
Auditor 96%, disputed audits 0%. All agents within my receiving a minimum of
87% satisfaction score.
Led a team of 20 employees with 2 other members at one of the top-ranking
service centers in the Middle East.
Leadership, Training, and Coaching: Successfully supervised 20 of the newcomers
to interact with the customers for the first time after the training, instructed the
team to enhance their knowledge with the technical support topics organized
with Apple Learn Management Team.
Service Quality Control: Coached 20 of the newcomers to deliver the best
customer experience coordinated with the quality team of Apple Quality
Management.
Led a team of 18 employees and responsible for defining, implementing, and
managing the operational performance framework for the billing department. This Work Experience
includes standardization of reporting across sites, forecasting, and planning.
Successfully supervised, coached, and delegated tasks to a team of 18
employees, tracked the progress of performance, handling escalated customer
service concerns, training junior adjusters. Recognized for superior performance
supervisor of the month multiple times in 2018.
Extracted and collected the negative feedback from the customers to maintain
professional knowledge and organize educational workshops for the employees
and that enhanced the level of service and raised the positive feedback surveys
by 40%.
Listened effectively to my team and communicate with the supporting functions
from the workforce, RTM, quality, and compliance to try to have a smooth and
a healthy environment for the employees.
Successfully planned and coordinated a module to enhance the soft skills for the
employees and raise their awareness of the process and that lead to having a
good environment to work in.