Salma Mohsen

Ux Centers

• Team LeaderFull Time

  Aug 2020 - Oct 2020 -2 months

  Egypt , Cairo

  • Job Details:- Supervise and oversee the daily activities of a team of customer service representatives. - Provide leadership, guidance, and support to team members, fostering a positive and productive work environment. - Conduct regular team meetings to communicate goals, objectives, and performance expectations. - Provide ongoing coaching and feedback to improve individual and team performance. - Assist CSRs in handling escalated customer issues or complex inquiries, ensuring timely resolution and customer satisfaction. - Conduct quality assurance evaluations of calls and customer interactions to ensure adherence to standards and service excellence. - Implement corrective actions and continuous improvement initiatives based on quality monitoring results.
• Call Center TrainerFull Time

  Jan 2019 - Jul 2020 -1 yr, 6 months

  • Job Details:- Design and develop training programs and materials that align with organizational goals and objectives. - Create training modules, manuals, and presentations that cover topics such as customer service skills, product knowledge, call handling techniques, and company policies. - Conduct orientation sessions for new call center employees to introduce them to the organization, its culture, and their roles. - Deliver initial training on call center systems, processes, and procedures to ensure a smooth transition into their positions. - Monitor and evaluate trainees' performance during training sessions through assessments, simulations, and role-playing exercises. - Provide constructive feedback and coaching based on performance evaluations to support continuous improvement.
• Quality AnalystFull Time

  Mar 2017 - Dec 2018 -1 yr, 9 months

  Egypt

  • Job Details:- Monitor and evaluate customer interactions (calls, chats, emails) to assess adherence to established quality standards, including script adherence, professionalism, accuracy, and customer service skills. - Prepare detailed reports and provide insights to management on trends, performance gaps, and opportunities for improvement. - Offer guidance on best practices, communication techniques, and customer service skills to enhance agent performance and professionalism. - Participate in calibration sessions with supervisors, managers, and other QA analysts to ensure consistency in evaluation and scoring of customer interactions. - Align scoring criteria and standards across the QA team to maintain fairness and accuracy in evaluations.