Raghda Refaat Abdelbasset

Training & Quality ManagerFull Time

• Job Details:Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers •Draw an overall or individualized training and development plan that addresses needs and expectations •Deploy a wide variety of training methods •Conduct effective induction and orientation sessions •Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them •Manage training budget •Provide opportunities for ongoing development •Resolve any specific problems and tailor training programs as necessary •Maintain a keen understanding of training trends, developments and best practices •Designing of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to site management team. • Use quality monitoring data management system to compile and track performance at team and individual level. • Participates and manage in customer and client listening programs to identify customer needs and expectations. • Provide actionable data to various internal support groups as needed. • Coordinate and facilitate call calibration sessions for call center staff  • Provide feedback to call center team leaders and managers • Prepares and analyze internal and external quality reports for management staff review. • Providing & supervising on the coaching sessions provided by the coaching reps in order to improve the performance of agents over the phone • Assisting in the formulation of targets for individuals and teams • Anticipate in escalations and take over calls when needed • Devise ways to optimize procedures and keep staff motivated • Measure performance with key metrics such as call abandonment, calls waiting

Customer Service SupervisorFull Time

Customer support supervisorFull Time