Basic Info

Mazen Hazem

7 years

Giza, Egypt

Vocational

Experienced

Work Experience

Quality Analyst Supervisor at ECCO Outsourcing

Experience Details

Quality Analyst Supervisor

Engineering - Telecom/Technology

Manager

Cerate quality monitoring form.
• meet with client to arrange requirements.
• Poropse QA monitoring sheet.
• Receive client feedback & update monitoring sheet accordingly.
• Finalize QA monitoring sheet & get cleint approval to puplish it.

Manage Quality team.
• Set KPI per title.
• assist Quality team by giving work instructions.
• Continucly monitoring Quality team & update team KPIS.

Support Quality manage in putting department process.

Cerate required weekly/monthly reports.

Attend client/Operation 3rd feedback meeting.


Company Details

ECCO Outsourcing (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

http://www.eccooutsourcing.com

May 2017 to present (7 months)
Senior Quality Assurance & Business Improvement Specialist at Etisal International Egypt

Experience Details

Senior Quality Assurance & Business Improvement Specialist

Quality

Experienced (Non-Manager)

• Conduct internal audits to measure and assure adherence to established QA standards.
• Scheduling and controlling the QA tasks required.
• Propose new tools and/or enhancements to existing processes for the most efficient operations of the Teams/Departments and Company as a whole.
• Follow up and reporting of all non-conformities found during operation on the program level to the Management Representative.
• Filter the results to proper channels as well as generate mutually workable solutions on the program level.
• Ability to analysis the program level issues and set the corrective actions.
• Analyzing and applying international standards and techniques to the Etisal international quality system.
• Actively assist in preparing all required procedures and work instructions that will help to achieve high quality level and method of operations

• Follow up all previous findings of internal audits (planned and ad-hoc) and ensure that the required preventive actions have been established where appropriate.
• Providing assistance in receiving inspection when required.
• Handles administrative chores.


Company Details

Etisal International Egypt

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Etisal-int.com

Jan 2016 to Apr 2017 (1 year 3 months)
Quality Control Senior Specialist at Etisal International Egypt

Experience Details

Quality Control Senior Specialist

Customer Service/Support

Experienced (Non-Manager)

• Conduct the quality monitoring.
• Send immediate notification for failing transaction monitoring.
• Receive list of new comer(s).
• Certify the agents for existing accounts & low volume account.
• Certify the failed agents & send the certification result(s).
• Communicate with Workforce to set calibration sessions schedule.
• Generate the calibration report.
• Coach the failed attendees of calibration session to align them to the "agreement" report.


Company Details

Etisal International Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisal-int.com

Aug 2013 to Dec 2015 (2 years 4 months)
Quality control Specialist at Etisal International Egypt

Experience Details

Quality control Specialist

Quality

Entry Level

• Conduct the quality monitoring.
• Send immediate notification for failing transaction monitoring.
• Receive list of new comer(s).
• Certify the agents for existing accounts & low volume account.
• Certify the failed agents & send the certification result(s).
• Communicate with Workforce to set calibration sessions schedule.
• Generate the calibration report.
• Coach the failed attendees of calibration session to align them to the "agreement" report.


Company Details

Etisal International Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisal-int.com

Jan 2012 to Jul 2013 (1 year 6 months)
Call center Agent in Etisalat Local Account at Etisal International Egypt

Experience Details

Call center Agent in Etisalat Local Account

Customer Service/Support

Entry Level

• Handle customer inquiries regarding all types of services by using Knowledgebase.
• Refer back to the available Team Leader, in case Customer asked for information that is not included in the knowledgebase.
• Handling Customers’ complaints.
• Use any related tools & applications in providing Customers with the required information.
• Preserve the required targets (i.e. Average Handling Time “AHT”, Service Level….etc.).
• Include captured data on related application.
• Show a high level of professionalism in handling customer
• Provide a high quality of service on every call.
• Quickly identify customer needs and make appropriate decisions.


Company Details

Etisal International Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Etisal-int.com

Jul 2010 to Dec 2011 (1 year 5 months)

Achievements


_Process creation during my experience as a QA Senior Specialist
_Project improvement
_Set Target Setting methodology
_Set KPI regarding monitoring process or activities
_Score card and Benchmark
_Top Achiever for Quarter 3 2016
_Top Achiever for Quarter 4 2016
_Table F


_Top Achiever as Quality monitoring for (Quarter 3) 2015
_Call center Agent for Etisalat local account
_Quality monitoring for Off shoring account (Mobily KSA)
_Quality monitoring for Local accounts (Etisalat Inbound, Etisalat Outbound, Etisalat CRM)
_Quality monitoring for fast food accounts (Al Tazij Account, Burger King Account)
_Quality monitoring for Technical accounts (Etisalat ISP account)
_ Quality monitoring for donation accounts (Egyptian Zakat Foundation)
_Quality Assurance & business development Senior sepicalist


_Top Achiever while call center agent in Etisalat local account for Oct, 2011
_Top Achiever while call center agent in Etisalat local account for Nov, 2011
_Top Achiever while call center agent in Etisalat local account for Dec, 2011


I have achieved the below during my career bath: - calibration owner in Etisalat local account during my experience as a QC Specialist - Top achiever as an agent - top achiever as Quality Control - Top achiever as Quality Assurance - Process owner in QA regarding Personnel process & Billing Management process - Project improvement owner regarding first call resolution - Quality control dedicated specialist owner regarding call center result/performance for Etisalat local account. - Technical Queue owner in Etisalat local account. - Loan representative for quality department with Etisalat client in smart village for 1 year & 7 months. - Quality Assurance process owner in ECCO (Uber account)

Education

Bachelor of Laws in Arabic

Education Details

Bachelor of Laws

Arabic

faculty of law Cairo university, Egypt

C / Good / 65 - 75%

Public Law private law International Organization Law Commercial Law Personal Status Law Criminology and punishment

N/A

faculty of law Cairo university
2005 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

السعدية الثانية بالجيزة

Egypt

2005

B / Very Good / 75 - 85%

N/A

السعدية الثانية بالجيزة
2005

Certifications

COPC
Jan 2014

Certificate details

COPC

Jan 2014

N/A

N/A

N/A

Etisal International Egypt

N/A

Training and Courses

Training/Course Details

COPC standard,

Oct 2013

In Etisal International Egypt Co.

- Trained for COPC slandered & audit methodology.

Training/Course Details

Business writing

May 2012

Course in Etisal international

- Training about Business writing & professional communication in business

Training/Course Details

Technical Monitoring

Jan 2014

Smart village

-trained about Technical Monitoring methodology

This profile is fresh!
Last update 11 days ago.

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Profile Skills and Keywords

AnalyticalArabicBlissBusiness WritingCOPCCOPC Standard,CRMCall Center AgentCall Center Agent In Etisalat Local AccountCustomer ServiceECCO OutsourcingEnglishEtisal International EgyptGood FoodGoogle OoficeHard WorkerLeaderMaking A Social CommunicationMaking Internet ResearchesMicrosoft OfficeMicrosoft WindowsNegotiatorNew TechnologiesOffshoringOutsourcingPlannerQuality Analyst SupervisorQuality AssuranceQuality Assurance & Business ImprovingQuality ControlQuality Control Senior SpecialistQuality Control SpecialistQuality MonitoringReadingSenior Quality Assurance & Business Improvement SpecialistSportSupportTechnical MonitoringTelecommunicationsTelecommunications CompanyTravelling

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Bliss

Bliss

: Expert

: High

:

Less than 1 year

Google oofice

Google oofice

: Expert

: High

:

Less than 1 year

CRM

CRM

: Advanced

: High

:

3-5 years

Microsoft Office

Microsoft Office

: Intermediate

: High

:

5-7 years

Fields of Expertise

Telecommunications company

Telecommunications company

: Expert

: High

:

5-7 years

Call center Agent

Call center Agent

: Expert

: Extreme - I love it!

:

1-3 years

Quality monitoring

Quality monitoring

: Expert

: Extreme - I love it!

:

3-5 years

Quality Assurance & business improving

Quality Assurance & business improving

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Planner, Hard worker, Negotiator

Online Presence

https://eg.linkedin.com/in/mazen-m-hazem-4a177594https://www.facebook.com/mazen.hazemN/AN/AN/AN/A

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