Senior Quality Analyst
fawry
مجموع سنوات الخبرة :6 years, 10 أشهر
* Provides Product Manager with daily and weekly performance feedback on the different channels.
* Track the team performance (adherence, compliance, following the role processes- quality audits).
* Guiding the team members to develop the team's strengths and improve weaknesses.
* Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
* Assists in developing, creating, and implementing various quality processes and procedures.
* Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales.
* Adhere to all communicated targets, monitoring targets, frequency, and schedules.
* Remain knowledgeable on project information by keeping the training manual updated, and taking various assigned engagements if needed.
-Develop trust relationships with a portfolio of major clients.
-Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
-Ensure the correct products and services are delivered to customers in a timely manner.
-Serve as the link of communication between key customers and internal teams.
-Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
-Play an integral part in generating new sales that will turn into long-lasting relationships.
-Prepare regular reports of progress and forecasts to internal and external stakeholders.
-Prepare reports on account status.
-Forecast and track key account metrics.
-Assist with challenging client requests and issues been escalated as needed.
-Serve as the lead point of contact for all enterprise customer accounts management.
-Uber expert, in-person support, Cairo GLH.
-Supporting Egypt drivers' in person requests such as financial and docs concerns.
Quality assurance specialist
Uber
Apr 2019 - Oct 2019
-Preparing and implementing quality assurance policies and procedures for MENA-D team.
-Performing routine inspections and quality tests.
-Identifying and resolving workflow and production issues.
-Ensuring that standards and safety regulations are observed.
-Addressing and discussing issues and proposed solutions with superiors.
-Documenting quality assurance activities and creating audit reports.
-Making recommendations for improvement.
-Creating training materials and operating manuals.
Community Support Representative
Uber
June 2016 - Apr 2019
-Supporting the Middle East&North Africa Reports (MENA-D) team.
Member of strike team tasked with standing up Cairo Center of Excellence supporting riders and drivers across MENA and SSA in Arabic, and English.
* Assisted in Developing Rider & Driver policies and procedures for 13 cities across MENA.
* Assisted in Createing training materials and implementing training program and QA process.
* Led weekly business review with global network of vendors.
-UberEats support for MENA, SSA, and South Africa regions.
-Supporting Eaters, Couriers, and restaurants needs.
Faculty of Commerce, Cairo University-Accounting Department
