HANY SAEED ABD EL-NABY

Emirates Nbd Bank

• Quality Assurance ManagerFull Time

  Dec 2021 - Present -3 yrs, 7 months

  Egypt , Cairo
• Workforce & Training ManagerFull Time

  Dec 2008 - Present -16 yrs, 7 months

  Egypt , Cairo

  • Job Details:Assure versatility across all the Customer Relationship Center members. Analyze and evaluate trainee performance and determine competencies. Provide constructive feedback to Customer Relationship Center Head based on observations (I.e. trends, trainee responses, retention levels, attention span, etc…). Conduct written assessments to measure success and learning level. Conduct structured quality assurance (QA) monitoring to ensure high quality and professionalism. Evaluate representatives call handling and transactional skills through remote and side by side monitoring. Participate in QA calibration sessions with Customer Relationship Center team members. Use QA monitoring (Live, Body, and Recorded) to identify on-going training needs. Set up training schedules and document training records. Product sheets updates. New hire/ Internship orientation. New hire/ Internship training. Workforce attendance