Governance Specialist - Internal Audit and Compliance
Raya Contact Center
مجموع سنوات الخبرة :14 years, 9 أشهر
• Performing the full audit cycle including risk management and control management over operations with all applicable directives and regulations.
• Obtaining, analyzing and evaluating reliable documentation, reports and data.
• Prepare and present reports that reflect audit results and document process.
• Conduct follow up audits to monitor management interventions.
• Keeps up to date on audit procedures and regulations by attending conferences and workshops.
• Providing ad hoc advice and guidance to managers and staff at all levels, sometimes by delivering courses and training sessions.
• Create and maintain digital contracts archive.
• Assures that COPC & ISO certification processes are compliant across the organization.
Identify, plan and implement key projects to improve quality, reduce cost, increase productivity and
improve cycle time by reducing wasted time, scrap, rework, etc. resulting in significant business
improvement and customer satisfaction.
• Responsible for targeting completion of process improvement projects within a specified time frame
while achieving a cost reduction goal.
• Develop financial models and analysis to support strategic initiatives
• Coordinate with project teams during the preparation to launch a new line of business by designing
the process map, best practices of similar business, draft of dashboards, etc.
• Liaison with finance and other members of the organization in assessing, tracking and reporting the
financial benefit of a Performance Excellence project.
• Provide management with project status updates, feedback, and appropriate reporting on key
responsibilities and objectives.
• Preparation of monthly project scorecard reports
2
• Attending conference calls with Management Team and Deployment Leaders from other regions as
required engaging in global initiatives.
• Segmenting the strategic objectives to individual goals driven by a monthly Key Performance
Indicators (KPI) for all levels in the operation.
• Organize and review Quality Management System (QMS) documents.
• Organize and review budget planning and operation performance impact.
• Team Leader Tier 2
“Xbox account - FR & ENG” Oct 2008-Mar 2011
(Manage technical escalation team for Europe and Canada regions in French and English)
• Team Leader SAC & Quality Control
“Videotron account - FR & ENG” Oct 2007-Oct 2008
(SAC: Manage customer service team handling customers inquiry for TV Cable, Internet, Landline and Cellular services by phone for Canada region in French)
(Quality Control: Manage Quality Control team handling multiple types of tickets related to TV Cable, Internet, Landline and Cellular services for Canada region in French)
• Customer Service Representative “Xbox account”
“Tier1 & Tier2 - FR” Oct 2006-Sep 2007
(Tier1: Handle technical inquiries by phone for home users for Europe region in French)
(Tier 2: Handle technical escalations for Europe region in French)
• Customer Service Representative “Microsoft account”
“FR & ENG & AR” Jun 2005-Sep 2006
(Handle Microsoft products activation inquiries by phone for home users and enterprises for Europe, Middle East and Africa regions in French, English and Arabic)
Transferring & public relation (Reception and accompany tourists during their trip to Egypt)
Applied Statistics
French