Saber abd el rahman Ragaey

Quality Assurance Analyst

• Job Details:Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed. Complete quality assurance and coaching session reports on a weekly basis. Attend and participate in meetings with supervisors and managers to review monitoring lists. Attend and participate in partner and internal calibration meetings. Research escalated issues and co-deliver coaching opportunities with team leaders and operation managers. Report scripting problems or questions from callers to appropriate departments. Distribute partner and company related correspondence to all CSRs/Tier 2 team members.

Assistant Coordinator

• Job Details:Handling client issues representing the business in a professional and world-class manner. Provide support for the 24h emergency alarm and training new staff. Solve customer’s problems over the phone with (FCR) strategy and win customer loyalty. Praise team members and create a positive working environment. Able to sort task and workload priorities and match delivering results with deadlines.