Rafah Imad

• Maintain Spot and detect any revenue leakage in Etisalat revenue streams from switch to bill, and ensure fix is deployed by the stake holders and loss is recovered to save Etisalat revenue and to maintain customer experience.
• Supervise the staff involved and ensure end to end assurance for the assigned revenue stream such as mobile/prepaid/postpaid, data, etc.
• Maintain proper monitoring for Etisalat revenue streams to detect any leakage and recover the losses to maximize the revenue and to maintain customer experience.
• Conduct process analysis for the assigned revenue streams to identify the risk exposures and alert the manager on measure that needs to be taken
• Ensure minimal losses are encountered in the assigned revenue stream
• Apply and maintain on regular basis detective and preventive control to spot any possible revenue leakage
• Design and maintain the revenue assurance controls upon network or BSS changes
• Monitor the alarms of the revenue assurance systems and investigate on a timely manner to detect any leakage
• Identify the Root Cause Analysis for the detected revenue leakage and work ASAP with all stake holders to recover Etisalat losses as well as to ensure the problem is permanently fixed to avoid recurrence
• Maintain products/service revenue trend analysis
• Responsible for Network traffic completeness analysis
• Responsible for subscription assurance to ensure rental deduction and service fulfillment
• Responsible for charging & billing accuracy
• Analyze Marketing new products and conduct proper controls to ensure revenue maximization

Responsibilities:
• Maintain the Quality Management System in the organization as per COPC CSP V5.0 guidelines and regularly reviews and updates the mandatory procedures.
• Provide the necessary guidance and support to the quality manger and other team members and report obstacles in performing the audit, if any.
• Prepare the audit reports within agreed time.
• Implement and follow up the entire Etisalat contact centre quality audit function as well as the necessary responsibility to ensure that the finding and requirements of the quality audits are effectively implemented and maintained at all stages of operations of the organization.
• Develop Etisalat flow charts, procedures, work structures, forms, KPI, SOPs and maintain necessary records of the audit management and regularly update them.
• Participate in the planning, development and coordination of training programs for the new agents joining Etisalat call centre
• Provide feedback about the performance of the quality audit progress and highlighting any need so that the same can be reviewed for possible improvement.
• Monitor the corrective and preventive actions for the overall agents, team leaders and trainers for their timely completion and effectiveness based on the decisions taken during audit management reviews.
• Audit call center representatives’ recorded conversations to subject to quality assurance policies and screening
• Handle audit process expert disputed cases and take the final decision
• Analyze the current situation of customer service centers and provide the gap analysis study with recommendation plans.
• Prepare daily and monthly reports and apply corrective action and preventing action accordingly
• Work hand in hand with team leaders to improve team’s performance
• Ensure quality customer care practice is being offered to the Authority customers.
• Contributes to the enhancement of service quality and acts as a facilitator and coordinator in implementing the quality enhancement initiatives.
• Assists in audit checks, quality of service and KPIs in coordination with Corporate Quality Department.
• Coordinates monitors and reports the development and implementation of audit improvement plan, programs and procedures.
• Follows-up as required for operations performance on daily, weekly and monthly basis and provide suggestions/comments for improvements.
• Calibrate team leaders and trainers for standard call
• Certify the new agent after completing their 3 months of training to assure their capability to join the operation

Technical support department is dealing with home individual users and small to medium size business users.

• Technical support, troubleshooting and problems solving for those who is facing internet issues like no browsing, slow browsing, frequent disconnections while browsing, emails configurations on email clients like MS outlook and can’t send or receive emails issue.
• Router and switch configurations, network LAN-WLAN-IWAN configuration, web hosting & domain names troubleshooting, and virtual emails issues.
• General Billing support,
• Complaint, feedback and suggestions handling

• Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Answer telephone calls from potential customers who have been solicited through advertisements.
• Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.