AbdElAziz Mohamed Mowafy

Quality & Customer Experience Senior LeadFull Time

• Job Details:• Managed Quality Assurance & CE activities in Egypt Post Call Center by leading 21 specialists • Participated in lunching NPS for Inbound & Outbound call and for Digital touch points • Participated in SAP CRM design, implementation & UAT in order to facilitate the daily work for 600 employees serving 15M customer • Planed, prepared, and devised work schedules, according to workloads and new projects and ensured assignments are accomplished on time and within given requirements/standards • Promoted quality culture and awareness through the establishment of Service Improvement Process • Used quality monitoring data management system to compile and track performance at team and individual level • Reviewed and implemented external Quality Management System certification bodies’ recommendations as needed and corrective / preventive actions identified internally to ensure continual improvement as per business needs changes • Analyzed and reported audit results / internal and external audit and process measurements to discover areas for improvement and consolidated audit reports for direct supervisor review and recommendations • Leaded team development to ensure service standards and capabilities are continually improved and upgraded • Provided different stakeholders with required reports mystery shopping insights report, quality performance, quality insights, released calls and repeated outliers to work on and embed in refreshment training material along with to be included in training material for new comers & current staff

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