Ziad Hamed

Quality Assurance SpecialistFull Time

• Job Details:● Perform quality audits on COE & BPO contacts. ● Perform RCA to identify issues and provide solutions. ● Provide insights to Team Leads and CommOps Managers on what CSRs can do better. ● Work with key stakeholders to drive the quality agenda. ● Create and update reports to provide insights to other teams. ● Liaise with LOBs in the different markets supported by the COE to give feedback on what processes can be improved in order to increase the quality of our support. ● Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues.

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