Islam Mahmoud El Melegy

Senior Quality Assurance CoordinatorFull Time

• Job Details:Quality Assurance Coordinator (Microsoft Mobile – Tajawal - Huawei)  Participating in design of call monitoring formats and quality standards.  Performing call monitoring and providing trend data to site management team.  Using quality monitoring data management system to compile and track performance at team and individual level.  Monitoring customer contacts (calls, emails, chats, social media and escalations).  Participating in customer and client listening programs to identify customer needs and expectations.  Providing actionable data to various internal support groups as needed.  Coordinating and facilitating call calibration sessions for call center staff.  Providing feedback to call center team leaders and managers.  Preparing and analyzing internal and external quality reports for management staff review.  interpreting and implementing quality assurance standards.