Karim Mohamed Hassan

Sr. Global Quality Assurance & Training SupervisorFull Time

• Job Details:Responsible for Quality assurance (Call center, back office, integration, and Email). • Responsible for quality assurance across various departments including call center, back office, integration, and email. • Oversees quality assurance operations in Egypt, Pakistan, and UAE. • Establishes and maintains the formal Quality Management Plan for operations. • Develops, documents, implements, and ensures compliance with consistent quality standards, procedures, and specifications outlined in the Quality Management Plan. • Monitors daily operations for gaps in areas such as image review/certification, customer service activities, payment processing, records management, data collection, reporting, and staff management. • Conducts quality activities for all functional areas of the Customer Service Center. • Manages Net Promoter Score (NPS) initiatives to measure customer satisfaction and loyalty. • Monitors and logs employee performance problems according to company policy. • Generates monthly quality reports for submission to upper management. • Sets appropriate quality standards and collaborates with the management team to establish operating procedures. • Establishes review techniques and determines appropriate sample sizes for all functional areas. • Schedules regular monitoring of key performance measurements. • Works with CSC management to identify areas of concern and address issues accordingly. • Reviews service activities through reports, computer screens, and sampling to evaluate overall operations and individual production results. • Provides feedback to the operations team regarding performance trends and areas of improvement. • Suggests operational improvements and efficiencies to serve internal and external customers. • Escalates performance issues to the operations team for corrective action, as required. • Established User Acceptance Testing (UAT) ProcessResponsible for Quality assurance (Call center, back office, integration, and Email). • Responsible for quality assurance across various departments including call center, back office, integration, and email. • Oversees quality assurance operations in Egypt, Pakistan, and UAE. • Establishes and maintains the formal Quality Management Plan for operations. • Develops, documents, implements, and ensures compliance with consistent quality standards, procedures, and specifications outlined in the Quality Management Plan. • Monitors daily operations for gaps in areas such as image review/certification, customer service activities, payment processing, records management, data collection, reporting, and staff management. • Conducts quality activities for all functional areas of the Customer Service Center. • Manages Net Promoter Score (NPS) initiatives to measure customer satisfaction and loyalty. • Monitors and logs employee performance problems according to company policy. • Generates monthly quality reports for submission to upper management. • Sets appropriate quality standards and collaborates with the management team to establish operating procedures. • Establishes review techniques and determines appropriate sample sizes for all functional areas. • Schedules regular monitoring of key performance measurements. • Works with CSC management to identify areas of concern and address issues accordingly. • Reviews service activities through reports, computer screens, and sampling to evaluate overall operations and individual production results. • Provides feedback to the operations team regarding performance trends and areas of improvement. • Suggests operational improvements and efficiencies to serve internal and external customers. • Escalates performance issues to the operations team for corrective action, as required. • Established User Acceptance Testing (UAT) Process Skills: Team Management · Management · Time Management · Customer Relationship Management (CRM) · Quality Auditing · Performance Reviews · Contact Center Management · Continuous Improvement · Reporting · Problem Solving · English · High Level Of Accuracy · Process Improvement · Attention to Detail · Analytical Skills

Customer Service Shift LeaderFull Time

• Job Details:Provide assistance to customers using your organization's products or services. Communicate courteously with customers through telephone, email, letter, and face-to-face interactions. Investigate and resolve complex or long-standing problems referred by customer service assistants. Handle customer complaints and major incidents, such as security issues or customer health concerns. Issue refunds or compensation to customers as needed. Maintain accurate records of discussions and correspondence with customers. Analyze statistics and data to assess the level of customer service provided by your organization. Create written information for customers using computer packages and software. Write reports and analyze the quality of customer service within your organization. Develop feedback and complaints procedures for customer use. Improve customer service procedures, policies, and standards within your department or organization. Collaborate with other managers to identify potential enhancements to customer service. Assist with staff recruitment and appraisals, which could be handled by human resources based on organization size. Train staff to deliver high standards of customer service. Lead or supervise a team of customer service personnel. Stay updated on your organization's products or services and any changes. Keep abreast of developments in customer service by reading relevant journals, attending meetings, and participating in courses. Skills: Team Management Time Management Performance Reviews Continuous Improvement Reporting Problem Solving English Proficiency

Quality Assurance Team LeadFull Time

• Job Details:• Monitored inbound and outbound calls and evaluated agent performance regarding the quality of service offered across all channels. • Created quality measurement scorecards to track agent performance and identify areas for improvement. • Developed quality assurance standards and company processes based on observations from call evaluations. • Created training materials and operating manuals to support the development of agents' skills and knowledge. • Provided clear insights into performance drivers and identified strategies to improve overall performance. • Conducted mystery calls to ensure accurate and consistent information delivery to customers. • Managed auditing reports for Customer Care activities and transactions. • Offered recommendations for process improvements based on customer experience and feedback. • Designed quality rules and guidelines in collaboration with team managers to achieve the highest performance standards. • Facilitated calibration meetings with both managerial and non-managerial teams to establish common grounds and maintain system stability. • Conducted presentations and business simulations with new hires to familiarize them with quality assurance processes and expectations. • Compiled and tracked performance data for teams and individuals. • Identified training needs and coordinated appropriate training programs to address skill gaps. • Collaborated with cross-functional teams to implement process improvements and enhance overall customer satisfaction. • Stayed up to date with industry best practices and emerging trends in quality assurance.Quality Assurance Team Leader – 2B (2018-2020) • Monitored inbound and outbound calls and evaluated agent performance regarding the quality of service offered across all channels. • Created quality measurement scorecards to track agent performance and identify areas for improvement. • Developed quality assurance standards and company processes based on observations from call evaluations. • Created training materials and operating manuals to support the development of agents' skills and knowledge. • Provided clear insights into performance drivers and identified strategies to improve overall performance. • Conducted mystery calls to ensure accurate and consistent information delivery to customers. • Managed auditing reports for Customer Care activities and transactions. • Offered recommendations for process improvements based on customer experience and feedback. • Designed quality rules and guidelines in collaboration with team managers to achieve the highest performance standards. • Facilitated calibration meetings with both managerial and non-managerial teams to establish common grounds and maintain system stability. • Conducted presentations and business simulations with new hires to familiarize them with quality assurance processes and expectations. • Compiled and tracked performance data for teams and individuals. • Identified training needs and coordinated appropriate training programs to address skill gaps. • Collaborated with cross-functional teams to implement process improvements and enhance overall customer satisfaction. • Stayed up to date with industry best practices and emerging trends in quality assurance. Skills: Team Management · Management · Time Management · Performance Reviews · Continuous Improvement · Reporting · Problem Solving · English · Process Improvement