Yassmin Osama

Operations SupervisorFull Time

• Job Details:- Reviewed performance benchmarks and established metrics for future tracking for new hire. - Monitored tasks of employees to assess information processing and performance to gauge business functions and inefficiencies. - Monitoring the Peer Mentor team performance and improving it. - Submitting daily reports in timely manner. - Establishing new business. - Correlation between account metrics.

Senior Quality Assurance SpecialistFull Time

• Job Details:• Work on different transaction types (Voice Calls – Live Chat – Social Media) • Create the quality manual according to the project type. • Conduct quality monitoring according to the required sample size. • Send immediate notification for failing transactions monitored. • Observe and monitor transactions to ensure conformance to make or order necessary process or assembly adjustments. • Train colleagues on quality systems, approaches, and methods. • Track and report the progress of teams' activities, orally and in writing, on a continuous basis • Communicate with the Operation to set calibration sessions schedule for the Operations. • Participate in the design of call monitoring forms according to the quality standards. • Analyze monitoring results and act at the program level to improve performance. • Responsible for onboarding process for the new hires. • Send weekly and monthly reports for the associated Team and Queue. • Train the new batch in QC standards and attributes. • Set After Critical process to be applied in the contact center.

Quality Assurance SpecialistFull Time

• Job Details:- Provide weekly quality reporting for call center, team and individual agents to Director of mobile Technical/Customer Support. - Evaluate recorded calls. - Interact with and aid management team in overall staff development and discipline. - Develop and execute specific metrics and/or KPI's to track Quality Improvements - Participate in written and verbal calibration sessions with management team ensuring agent contacts are scored consistently across all teams. - Analyze trends and identify missing requirements and communicate findings to the Director of Customer Service - Monitor FCR (First Contact Resolution) and CSAT (Customer Satisfaction) reporting to ensure customer satisfaction requirements are met. - Work directly with the Manager and Director of Technical/Customer Support to monitor employee performance related to call center occupancy, quality and customer satisfaction. - Work with team to recommend employee development and improvement actions. - Assist in updating documentation, customer-facing content and participate in training initiatives. - Assist in creating awareness within the company and department of a quality-driven culture. - Assist in special projects and other tasks when required.