Quality Monitoring - Senior Officer
American Express
Total years of experience :14 years, 8 Months
Quality Monitoring - Senior Officer. (HLDQ-Learning & Development)
•Provide Quality monitoring training session for new staff related to policies and procedures.
•Monitoring/Auditing live and recorded calls.
•Evaluate all agents’ calls and provides feedback to leaders and managers.
•Provide training coaching feedback and assist the company’s representatives to make sure they understand the policies and procedures for quality.
•Maintaining all daily, weekly, and monthly Quality reports.
•Prepare and analyze internal and external quality reports for management staff review.
•Participate in designing monitoring formats an quality standards.
Premium Acquisition - Platinum Specialist.
•Establishing weekly acquisition plan.
•Updating acquisition list and report to director of premium acquisitions.
•Following up for platinum applications with new accounts.
•Present clear quality product information interims of travel & lifestyle
•Arrange to cross-sell CM supplementary cards for his family members, and companion cards.
Quality Assurance - Senior Officer.
•Greet the new clients.
•Activate the cards.
•Sort out to them the most important advantages of the product.
•Prepare Presentation of available programs to convince clients to join us.
•Explain the extra cards and, clarify the necessary process to obtain them.
•Follow up the not delivered cards.
•Dealing with medical and car insurances.
•Customer services after sale.
•Checking the files and all required documents.
•Entering the data in insurance system.
•Follow up with the client and sales department to insure the quality of the service and prevent any future problems.
•Responsible for the Report from medical department of council of cooperative health insurance (CCHI - Jawazat).
•Prepare Daily report (MIS).
•Creating and executing a Business Development Plan.
•Checking the customers profiles in Saudi Credit Bureau -SIMAH and give the Preliminary approvals.
•Accepting Loan Applications and entering into system.
•Obtaining Credit Documentation, Disclosures and other Forms in accordance with regulatory and countrywide guidelines.
•Setting-up Loan Files
•Forwarding Loan Files for further processing.
•Initiating and maintaining contact with Brokers, Real Estate Professionals, Selling Agents, etc.
Credit Approval Officer.
•Interring the data information on system.
•Inquiring about the applicant on SIMAH Data Base.
•Writing an approval letter in case the Client is cleared.
•Writing a daily report and the process (MIS update).
•Follow up pending documents for quality assurance.
Back Office Agent.
•Receive and review new Documents from CAP.
•Apply quality checks for all the new contracts.
•Arrange paying the dealer and deliver the requested to the Client.
•Filling.
Arab Open University. (AOU) • Business Administration, Management Information Systems - Bachelor's degree.