Sahar Youssef Abd Elqader

Quality Assurance CoachFull Time

• Job Details:Educated employees on specific QA standards and confirmed maintenance of standards. Developed monthly, end-of-quarter, and other statistical reports, including analysis for the leadership team and for quality improvement program outcomes studies. Collaborated with management to provide training on improved processes and assist with the creation and maintenance of quality training. Prepared QA evaluation reports and submitted them to management Tasks including the below:- 1-monitoring all end users transaction ( live monitoring – side by side and remotely ) 2-Coaching errors ( critical and non-critical ) and make quality session to focus with the agent in his strength points and improve his weakness points by take a tour on system to help him to use it fast and with professional way to avoid any wrong action, make refreshment session on the knowledge base to help to avoid any wrong info, and focus for any update 3-Day over day improvement of the performance, 4-Develop daily, weekly and monthly evaluation and reported it to the management 5-Hold weekly calibration between the quality management and the operation to provide training and discuss end users concerns to improve the process, the knowledge base and system 6-Sending weekly reports with top achievers agents , and outliers and explain the outliers action plan Action plan including: - agent score for last weeks or last evaluation - Quality tips session , refreshment knowledge base session, soft skills session - Focus live monitoring, side by side and remotely - Focus in the weakness points and help him to improve it