Sally Essam

Quality Control and Training ManagerFull Time

• Job Details:o Following up the performance of all employees in sales department and plans to develop their capabilities in line with work requirements and performance measurement results for them. o Designing measurement indicators, following up on the implementation of strategic and operational plans, and evaluating their results. o Analyzing data in order to find areas for growth and improvement. o Create performance reports to track progress. o Developing, documenting, implementing and assuring compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan. o Operating Procedures in collaboration with the management team. o Providing feedback to operations team regarding teachers and employee’s performance and areas of improvement. o Provide coaching and constructive feedback to sales team. o Monitoring calls/placement test meetings and provide feedback. o Tracking improvement & progress expected after the training and report the key findings and suggestions to the Operations team. o Responsible for designing, preparing, organizing and implementing internal training courses to improve sales team skills and performance. o Responsible for designing, implementing, supervising the work of the training team for new comers and developing training programs based on both company and individual needs.

Quality Control ManagerFull Time

• Job Details:1- Building Quality System from scratch applying COPC standards. 2- Working on improving the staff and product efficiency. 3- Giving detailed statistical feedback on the performance of team members to the management for staff evaluation and reward purposes. 4- Monitoring performance and measure it through KPI sheet and working to update it based on the improvement business plan. 5- Improving the process of customer retention. 6- Monitoring chats/calls/WhatsApp/tickets and provide feedback. 6- Continuously monitor the performance of the team, and craft tailored development plans for each member. 7- Designing training Program to train and coach new comers and determining training needs through creating manual, exams to test performance and certificates to those who passed training process. 8- Providing the required improvement sessions for existing employees frequently. 9- Successfully implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels. 10- Conducting coaching sessions and 1:1s in an organized manner. 11- Supporting team members by answering questions and providing knowledge or solutions. 12- Reporting daily & monthly customer care/sales reports including the quality score for each employee and customer satisfaction rate. 13- Developing, recommending and monitoring corrective and preventive actions and setting outstanding communication skills. 14- Working with operating staff to establish standards, systems and procedures. 15- Observing the performance of team members to identify their strengths and weaknesses and suggest solutions to deal with these weaknesses. 16- Enhancing customer care knowledge based on market changes. 17- Investigating customers complains providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution and resolve escalated customer service issues.

Customer Service team leaderFull Time

• Job Details:1. Answer the inquiries of Rizkallah’s potential business partners as well as direct clients through phone, emails and social media pages. 2. Administer Rizkallah’s social media pages, emails, what’s app and SMS shots using the data and materials provided by Rizkallah’s management team. 3. Coordinate between clients and the central administration and conduct proper follow-up to ensure that clients inquiries are answered as well as recommendations and complaints are received. 4. Provide consistent feedback to management as well as recommendations for improvements based on Rizkallah’s clients’ demands.