Islam Tolba

Customer Experience & Quality AnalystFull Time

• Job Details:• COPC Quality standards-based analysis. • Monitoring provided services to noon customers assuring the quality of service. • Devise sampling procedures and directions for recording and reporting quality data • Updating quality assurance policies and procedures. • Document internal audits and other quality assurance activities. • Facilitate calibration sessions to ensure grading consistency across those performing QA. • Training and coaching according to needs and flags based on the analysis. • Participate in the design of QA formats across all channels and quality standards. • Investigate critical cases and provide needful opinion on how to enhance services.

Senior Service Desk SpecialistFull Time

• Job Details:• Support in the implementation of the operational plan for the Human Resources Service Center Section in line with the departmental strategy. • Leading the HR Service Center team. • Support in implementing request handling and escalation policies and procedures in order to establish problem resolution expectations and timeframes. • Conduct orientation for the newly hired staff guiding them with most of the HR operations. • Assist in investigating and conducting disciplinary cases, prepare case briefs, and follow up with regards to the agreed/decided actions. • Conduct regular employee satisfaction surveys and collate results. • Develop reports and statistics related to headcount, turn over, and salaries and benefits as required. • Handle raised complex HR-related queries raised by HR service team. • Guide Qatar University faculty and staff through, either face to face or over the telephone, to help resolve issues and determine the proper HR reference to escalate queries to when required. • Process requests that come through the Talabati Online Services. • Quality assurance for the provided HR-related letters and certificates to faculty and staff as per applicable policies.  Conduct orientation for the newly hired staff guiding them with most of the HR operations.  Assist in investigating and conducting disciplinary cases, prepare case briefs, and follow up with regards to the agreed/decided actions.  Conduct regular employee satisfaction surveys and collate results.  Develop reports and statistics related to headcount, turn over, and salaries and benefits as required.  Handle raised complex HR-related queries raised by HR service team.  Guide Qatar University faculty and staff through, either face to face or over the telephone, to help resolve issues and determine the proper HR reference to escalate queries to when required.  Process requests that come through the Talabati Online Services.  Quality assurance for the provided HR-related letters and certificates to faculty and staff as per applicable policies.

Service Center SpecialistFull Time

• Job Details:• Lead the update of e-government customer support’s knowledge base. • Acted as the second line of support to the users of e-Gov., by handling complaints, and face-to-face enquiries. • Lead the customer satisfaction survey project over the QGCC’s different services.