safa Osman

Responsible for overseeing and guiding the audit team to ensure compliance
with auditing standards, regulations, and company policies
•
Planning, executing, and finalizing audits according to established schedules
and deadlines
•
Provide leadership and support to team members, ensuring the accuracy and
integrity of audit findings and reports
•
• Identify and assess areas of significant business risk
• Provide guidance, supervision, and support to audit team members
Identify training needs and organize Evaluate the performance of audit team
members and provide feedback
•
Draft comprehensive audit reports, including findings, recommendations, and
management responses
•
• Communicate audit results to senior management and stakeholders
• Identify opportunities for process improvement within the audit function
Create BRD and RFC for process enhancements and oversee process and
manage the UAT and signing off for enhancements going

Audit customer service agents' interactions with customers to measure
performance against quality standards
•
Identify key behaviours and defects that drive or reduce the quality of service
and customer satisfaction
•
Investigate customer complaints and non-conformity issues, provide corrective
and preventive actions
•
Detect broken SOPs, service scripts, process gaps and address the areas of
improvements on service/procedures/process/policy
•
Record and provide structured feedback and recommendations; verbal
and/or written
•
Identify training needs and organize training interventions to meet quality
standards and enable knowledge retention, good behaviours & skills practices
and reduce negative customer experience and improve customer satisfaction
•
Keep records of training and surveys customers to evaluate the competence
of the transactions.

• Ensure that the phone lines are adequately manned and that customer complaints are resolved.


• Ensure that customers receive the quickest service possible.

• Assist in handling disappointed customers.

• Determine a course of action to resolve customer problems.

• Interact with customers using phone, email, the company website and in person.

• Provide assistance to representatives during extremely busy times.

• Collect customer payments.

• Issue customer refunds.

• Take customer complaints to upper management when necessary.

• Generate reports for upper management.

• Maintain database of customers for follow up.

• Ensure a seamless process flow from the customer’s initial order to the handover of units and services.

• Train newly hired customer service representatives.

• Train representatives on new equipment and software.

  promotions.

• Meet deadlines.

Preparing or updating employment records related to hiring, transferring, promoting, and terminating.
- Explaining human resources policies, procedures, laws, and standards to new and existing employees.
- Determine applicant qualifications during interviews; analyzing responses; body language; comparing qualifications to job requirements.
- Ensuring new hire paperwork is completed and processed.
- Informing job applicants of job duties, responsibilities, benefits, schedules, working conditions and promotion opportunities.
- Implementing payroll for the employees.
- Addressing any employment relations issues, such as work complaints and harassment allegations.
- Processing all personnel action forms and ensuring proper approval.
- Overseeing hiring process, which includes coordinating job posts, reviewing resumes, and performing reference checks.
- Implementing the organization’s recruiting strategy.
- Interviewing applicants.
- Administering pre-employment tests.

Stream Global Services is a business process outsource (BPO) service provider specializing in customer relationship management including inbound sales, customer care, customer retention, back office and technical support & warranty.
Providing an excellent customer support all over Canada and United States At Sirius Xm Account
Providing technical and billing voice and non-voice support to customers.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
promoted to become a floorwalker helping the newcomers with the on boarding process and question, mentor and coach them an monitor their progress.