Abanob Maher

Senior Project Quality ManagerFull Time

• Job Details:LXT is an emerging leader in AI training data to power intelligent technology for global organizations. In partnership with an international network of contributors, LXT collects and annotates data across multiple modalities with the speed, scale and agility required by the enterprise. Our global expertise spans over 95 countries and more than 750 languages. Founded in 2010, LXT is headquartered in Toronto, Canada with presence in the United States, UK, Egypt, India, Turkey and Australia. The company serves customers in North America, Europe, Asia Pacific and the Middle East. Learn more at lxt.ai.

Sr. Quality and Training SupervisorFull Time

• Job Details:• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. • Maintain accurate metrics of direct reports individual performance as well as overall team level performance Manage resources across the assigned protfolio (personnel schedules, varying account needs). • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans. • Develop strong working relationships with key Business stakeholders, internal and external. • Oversee audits of key support processes within each account and recommends changes. • Administration of applicable certification and training processes up to and including internal and client requirements. • Ensure consistent application of the quality process/system across assigned portfolio. • Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate. • Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). • Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans. • Revise and Review Trainers Tasks, makes sure that Trainers are following the Training Agenda • Observes Trainers and Trainers performance, by conducting frequent TOFs to ensure delivery Skills are up to standards. • Evaluates and Score the monthly bonus score card for Trainers, and conduct one on one coaching sessions to improve performance. • Responsible for team monitoring & development, delivers ELPs when needed and guide trainers during daily opportunities. • Involvement and follow up on Trainees (New hires) certification, Follows on Training and live (Client and Teleperformance) tools and logins readiness and headsets availability. • Conduct group and individual training needs analysis. • Prepare and agree training content and validation mechanism to meet the needs of the business. • Coordinates communication with other departments including (WFM, HR and QA). • Responsible for all client/operational communication & Training status and progress reporting. • Map out Monthly, quarterly and annual training plans for management, Recruitment, Operations, Quality, to allocate resources and budgets. • Analyze daily/weekly/monthly/quarterly reports to ensure all staff members are achieving desired goals. • Use known education principles and stay up-to-date on new training methods and techniques, • Research and recommend new training methods, like gamification.

Quality and Training SupervisorFull Time

• Job Details:My main role is: • Revise and Review Trainers Tasks, makes sure that Trainers are following the Training Agenda • Observes Trainers and Trainers performance, by conducting frequent TOFs to ensure delivery Skills are up to standards. • Evaluates and Score the monthly bonus score card for Trainers, and conduct one on one coaching sessions to improve performance. • Responsible for team monitoring & development, delivers ELPs when needed and guide trainers during daily opportunities. • Involvement and follow up on Trainees (New hires) certification, Follows on Training and live (Client and Teleperformance) tools and logins readiness and headsets availability. • Conduct group and individual training needs analysis. • Prepare and agree training content and validation mechanism to meet the needs of the business. • Responsible for all client/operational communication & Training status and progress reporting. • Map out Monthly, quarterly and annual training plans for management, Recruitment, Operations, Quality, to allocate resources and budgets. • Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change. • Leads the execution of established processes for their team. • Participates/chairs internal/external calibration sessions. • Controls the established monitoring processes and procedures. • Serves as a version control keeper for all QA related tools/reports. • Is responsible for in depth CSAT/D-SAT Analysis. • Provides constructive feedback on a weekly basis to QA Manager. • Execute coaching process using internal standards for feedback and coaching to QA coordinators • Collect top call drivers data • Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider) • Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. • Use and apply COPC standards.