Passant Moustafa

Customer Experience Manager

• Job Details:Deep dive into customer behavior data with regards to complaints, engagement & feedback from different data sources & market research insights. Support in identifying engagement opportunities that have an effect on churn & revenue, customer experience and help implement relevant initiatives. Work with data analytics team on segmentation and target lists for engagement program’s initiatives. Support in creating the business requirements and user stories for the customer experience initiatives. Participate in any activity that would have an impact on customer experience. Work closely with customer service, retention, revenue managers to ensure all quality objectives are met. Assist on creation/execution of the communication strategy for the engagement initiatives. Formulate & assist in creating the training material, in training of coaches/agents and create prompts & scripts relevant to each function / department / activity. Monitor & track engagement & quality program performance and providing immediate feedback. Ensure live bugs is reported and resolved in a timely manner. Support in developing relevant training material for building the right knowledge & skills for the tele sales, customer service & retention agents. Provide all logistic and execution support to experience initiatives. Initiate and support activities through internal tools. Ensure all agents are assessed on a quarterly basis. Ensure all agents are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.

Quality Assurance Team Manager

• Job Details:Work continually to maximize quality, efficiency and problem-solving to support agents and team to resolve problems effectively and improve the employee and customer experience. Exploring new ways to improve service level and customer experience. Ensure that the contact center agents are providing world-class service standards and that it’s in line with the company’s SLAs. Collaborate with retention team and provide a decent number of calls on monthly basis to highlight the error caused and working with all service group heads to establish procedures and quality standards to monitor agents. Ensure listening to agreed target for every member within the service group on daily, weekly, and monthly basis. Work very closely with customer experience team on case studies to maintain high level of service enhancement requirement at all levels. Monitor inbound and outbound calls and evaluate agent’s performance concerning the quality of service offers through all channels. Manage the quality assurance team towards achieving daily and monthly agreed targets. Participate in designing the call scorecard to ensure implementing the quality standards. Developed quality rules and guidelines to improve customer experience and to achieve the highest performance with team managers and managers, design training programs or process enhancements that correct quality issues maintain and improve quality assurance process, tools, and structure to evaluate and audit calls and performance of all service group teams to make sure delivery with high standard of service levels. Generate and share the quality reports and outcome with all service group management daily and to highlight issues that requires improvement. Attend the weekly meeting with service group team managers, managers, and directors to share outcomes and issues that might impact business. Conduct quality check on quality team to ensure high level of accuracy and credibility provide training to agents and managers on quality scorecard changes. Working with 8 departments with different requirements in different countries. Maintain company quality standards. Reviewing customer requirements and making sure they are met. Leading team of 25 quality assurance executives.

Contact Centre Coach

• Job Details:Work closely with team managers on supporting contact centre / technical support centre staff to achieve their targets and KPIs. Coach and train technical executives and customer care advisors in handling different types of customers and ensure they deliver first class customer service. In addition, to enroll a well-prepared structured development plans for the contact center teams. Conduct the induction trainings for new joiners. Develop and continuously update induction training materials and handouts. Provide regular feedback to team managers on the trainees’ abilities, understanding, and knowledge eagerness. Prepare first level post-training assessments. Identify areas of development and readiness plans. Work closely with line managers on development plans of individuals as well as monitoring performance dashboard achievements. Perform agents’ side by side coaching and provide managers with feedback and recommended action plans. Collect and provide feedback on agents’ knowledge and areas of development. Prepare and conduct different training categories and levels. Prepare training materials, handbooks, and continuous updates. Recommend system developments that can ease and speed customers’ call handling. Work with line manager on preparing periodic assessments for the contact center. Provide feedback on technical issues, business, and processes. Liaise with operations and platform teams in resolving related faults. Test and provide feedback on new system developments.