Sr.Training Officer
NBAD
Total years of experience :14 years, 10 Months
From: 1/10/2009 - to present (Sr, Training Officer)
• Supervise the training Unit in the NBAD contact by providing the support and guidelines to Training Manager
• Ensure the service quality achieves an average of 90% for all the staff.
• Ensure that the monthly test is conducted and the results for staff are not less than 85%.
• Ensure the quality monitoring staff achieves monthly targets and covers daily transactions.
• Conduct calibration sessions for Quality monitoring staff.
• Responsible for monthly quality comments, analysis and recommendations of NBAD staff.
• Ensure adherence to the training agenda for new staff and existing staff as per schedule.
• Responsible to develop and update the training manual for the contact center.
• Ensure the process and policies is communicated to the staff and are in line with the agenda.
• Coordinate with the Learning & development for all training programs for call center.
• Managing the new staff during the training days by providing the necessary information and guidelines for the call center.
• Prepare training sessions to all the staff for call process manual every 3 months.
➢ 1997, National Bank Of Abu Dhabi
➢ Form: 1/6/1997 - 30/8/1997 (Shares Dept)
Responsible for selling shares for both companies (Oasis and Abu Dhabi Islamic bank) and entering data.
➢ University: Bachelor of Communication and Translation from Ajman University (January 2004)
Rosary School ( ART Section - July, 1999)