Madonna Eskander

Quality SupervisorFull Time

• Job Details:As the head of the quality department created SOP for the department. Working on building a knowledge base for customer support and sales team. Apply new KPI(S) systems within the department and across the other departments to match the changes agreed on within the workflow Prepare monthly data analysis report that helps in setting targets and assessing company status Bring new insights through data analysis to assess and develop market shares and profits Keep documentation for every rule, timeline, and updates Manage and evaluating sales commission monthly sheets Utilize and manage available resources to achieve targets and objectives. Defuse situations with unsatisfied employees by continuous improvement and updating rules according to the process flow Analyze performance metrics to ensure all employees are judged by the same measurements and criteria Hire employees; this may include reviewing applications, conducting interviews, and providing on-the-job training or mentoring to new employees. Carry out regular assessments to identify operational leaks in service delivery then redesign processes and techniques to optimize performance inside QC departments and across other departments. Present regular reports and statistics to management to update them on the current status and how to improve it Manage the automation requirements for the department in cooperation with the Software department

Quality Assurance Team LeadFull Time

• Job Details:Led, motivated, and developed a high performing team of Quality Specialists within a time-sensitive and demanding environment to deliver high quality/actionable outputs that support operational KPIs Communicated and set clear expectations for team/individual priorities to make sure the focus is on the right areas and the quality duties are being managed Performed team admin duties such as annual leave management, attendance/lateness monitoring, file management, etc... Performed root cause analysis and facilitate workshops to identify issues and solutions Liaises with program leads to stay up-to-date team impacting changes and disseminate critical impacts to the rest of the QA team while communicating the “Why” behind the information or decision Acted as an SME for the quality process and ensure team alignment on the framework and methodologies Was the source of truth (where necessary) for calibration/alignment sessions to ensure quality review accuracy and consistency between all key stakeholders Contributed to strategic plans that will help the COE Quality Team evolve to the next level and to make them the best Quality Specialists possible

Quality Assurance SpecialistFull Time

• Job Details:Performed quality audits on COE contacts. Provided insights to Team Leads and operations Managers on what CSRs can do better based on root cause analysis. Worked with key Stakeholders and quality leadership to drive the quality agenda. Prepared daily/weekly/monthly reports to provide insights to other teams in the business on what is causing quality errors and how we can improve the Customers' experience. Mentored low performing CSRs.