Christina Wagih Gohar

Social Media ModeratorFull Time

Social Media ModeratorFreelance / Project

Quality Assurance ExecutiveFull Time

• Job Details:• Monitors, either remotely or on recorded basis and evaluates agents’ performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using work Force application, call parrot and SMS remote system. • Monitors daily, weekly and monthly reports to clients. • Analyzes failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to Account Manager • Analyzes quality variations from metrics and documents quality related problem cases. • Analyzes project quality performance related to agents, hours, days, results and minimizes variations. • Designs and re-designs score sheets for new and existing projects to assure all new requirements and actions are reflected and measured on individual and program level. • Adheres to monitoring sample size for all projects either new or existing. • Assures adherence to new agents sample size either new comers or internally transferred. • Releases new comers after shadowing process. • Analyzes end user satisfaction results per project to ensure correlation with monitoring results and set action plans/ preventive actions. • Issues quality assurance clients reports. • Assures that data entered on system is accurate and follows the defined entry standards. • Assures that the quality benchmarks are met on individual and projects levels. • Logins based on defined login hours and under rules • Reviews k-bases, scripts and CRMs in order to address any gap to account manager to enhance process and quality. • Verifies agents on monthly quizzes. • Calibrates with all monitors and with client.